Customer Success Manager

About ChainPatrol

AI has made brand impersonation faster, cheaper, and more convincing than ever. Deepfakes, cloned sites, and fake support accounts now spin up in minutes. ChainPatrol detects and removes them. We work with some of the biggest names in crypto, iGaming, and finance, and we're expanding into fintech and consumer brands next.

About the role

You'll own a portfolio of clients end to end. That means being the person they message when something goes wrong, the person who shows up with data when things are going right, and the person who makes sure they renew.

This is a client-facing role with real ownership. You will be in Telegram and Slack channels with security teams, community leads, and founders. You will run monthly and quarterly calls where you present what we caught, what we removed, and what it saved them. You will handle escalations when a scam slips through or a takedown stalls.

It is not a ticket queue. You are the account.

What you'll do

• Own a book of accounts as the primary point of contact across Telegram, Slack, and email
• Run recurring client calls and present threat intelligence findings clearly to both technical and non-technical audiences
• Build and deliver threat reports and value reviews that show clients what they are getting for their spend
• Handle escalations and difficult conversations, including missed threats, slow takedowns, and scope disputes
• Drive renewals and expansions, including commercial conversations and coordinating contract paperwork
• Onboard new clients and get them to real value in the first 30 days
• Feed client signal back to product, reporting, and ops so we fix root causes instead of one-off complaints
• Track account health and flag churn risk before it shows up in a renewal call

What we're looking for

• 2-3 years in customer success, account management, client services, consulting, or similar client-facing work
• Strong written communication. Most of our client contact is text, and it needs to be clear and fast
• Comfortable presenting. You can walk a room through a slide of threat data without reading off the deck
• Composure under pressure. Clients get frustrated, and you can absorb that without getting defensive or overpromising
• Good judgment on when to escalate internally versus solve it yourself
• Organized enough to run 10+ accounts without dropping threads
• Genuine interest in crypto and security. You do not need to be an expert, but you should know what a wallet drainer is by the end of week one

Nice to have

• Experience building or improving CS processes rather than just running them
• Hands on with automation and workflow tooling: HubSpot workflows, Zapier or n8n, Retool, or scripting
• Comfort in a CRM beyond basic data entry, including reporting and pipeline hygiene
• SQL, spreadsheet modeling, or any ability to pull your own numbers instead of waiting on someone else
• Prior work in security, fraud, trust and safety, or B2B SaaS
• Existing presence or network in Web3

Why this role

Customer Success at ChainPatrol is still being built. The playbooks, the reporting cadence, the automation, the health scoring, all of it is in progress. If you want to inherit a mature function and execute inside it, this is not the role. If you want to help shape how it works and own the results, it is.

You will also see the threat landscape up close. Our clients get attacked constantly, and you will be on the front line of how that gets handled.

How to apply

Send a resume and a short note on a time you turned around an unhappy client. We read the notes.