About The Role

We are looking to hire a Product Manager of Customer Success to help us achieve our vision of democratizing access to decentralized web. We are in a stage of hypergrowth and in the next few years, we expect to onboard 100s of millions of people to the crypto ecosystem with MetaMask. This role is expected to have an impact on all strategic objectives of MetaMask - stability, security, accessibility, extensibility, leadership.

The goal of this role is to holistically product manage our support strategies in collaboration with the ConsenSys Customer Success team across many channels and use cases.

Lead MetaMask’s overall customer success strategy, and grow our user base in collaboration with the ConsenSys Customer Success team.
Product manage and iterate on our support products
Use data to refine our support products
Deliver training and demos for CS team members on particular use cases, popular dapps, and common problems.
Work with our product managers to communicate product roadmap and plan support resources
Develop and maintain the categorization schema of support requests, and create actionable reports that enable the product team to respond.
Maintain a holistic view of all community and support channels, their respective volumes, and our own performance on respective channels.
Collaborate with ConsenSys Customer Success team to optimize processes and the overall support journey
Organize external contributors to participate in supporting others. Create a truly community-powered support experience.
Represent MetaMask and our Customer Success organization to the external web3 ecosystem
Immerse yourself in the MetaMask community to create feedback loops: listen to them to understand what works well, what needs improvement, what are competitors doing well/better and being able to articulate this to the product team to support and influence the roadmap as well as present back to the community that we listen and act.
Ensure that external support channels truly reflect the MetaMask brand and keep our community safe.

Role requirements:

5+ years of experience leading customer success and/org community engagement
5+ year of experience in a leadership / management role
A strong understanding of customer success and support strategies, and a willingness to innovate on these strategies for web3
A strong understanding of MetaMask, web3, and Ethereum
A proven track record of results related to these skill sets

Apply here:https://bit.ly/3Mee9WB

Product Manager (Customer Success)