Polygon
Head of Partner Success
NEWLondonFull-timeGlobal
📊 Executive🏠Remote
ActivePosted within the last 30 days
Job Description
[AI-summarized by JobStash]
You will lead and scale Partner Success, owning relationships with strategic customers and delivering a best-in-class client experience from onboarding through long-term growth. You will build systems, processes, and a team to support enterprise adoption, manage escalations and renewals, run regular client reviews, and work cross-functionally to influence product and operational outcomes.
Requirements
- â—Ź8+ years of experience in B2B relationship management, customer success, or account management, including leadership experience
- â—ŹProven experience managing enterprise clients within fintech, payments, SaaS, or blockchain environments
- â—ŹStrong ability to build relationships with executive stakeholders and navigate complex organizational structures
- â—ŹExperience leading cross-functional initiatives and influencing product and operational outcomes
- â—ŹExcellent written and verbal communication skills with the ability to translate complex concepts into clear messaging
- ●Bachelor’s degree or equivalent practical experience
- â—ŹPreferred: Experience working with blockchain or crypto-related products and infrastructure
- â—ŹPreferred: Experience scaling customer success or account management teams in high-growth environments
- â—ŹPreferred: Experience with contract negotiation, renewals, and dispute resolution
- â—ŹPreferred: Familiarity with data-driven customer success tools and reporting frameworks
Responsibilities
- â—ŹBuild and maintain relationships with senior and C-level stakeholders across strategic accounts
- â—ŹLead and develop a team of account managers and establish scalable onboarding, implementation, and account management processes
- â—ŹDesign and optimize end-to-end post-sales workflows to ensure a seamless client experience from contract close through go-live and beyond
- â—ŹPartner cross-functionally with Engineering, Product, Sales, Finance, and Marketing to represent the voice of the customer
- â—ŹOwn customer retention, contract renewals, and expansion by identifying upsell and cross-sell opportunities
- â—ŹEstablish data-driven reporting frameworks to track client satisfaction, adoption, and account health
- â—ŹAct as the primary escalation point for client issues including billing, account inquiries, and audit requests
- â—ŹLead regular client engagement cadences including monthly check-ins and quarterly business reviews
- â—ŹContribute to revenue tracking, forecasting, and reporting to internal leadership and external stakeholders
- â—ŹOperate as a strategic liaison between clients and internal leadership to ensure alignment and proactive communication
Benefits & Perks
- â—ŹRemote first global workforce
- â—ŹIndustry leading Medical Dental and Vision health insurance
- â—ŹCompany matching 401k with 3% match
- â—Ź$1,500 Home Office Set Up Allowance
- â—Ź$200 AI Allowance Program
- â—Ź$75 Monthly internet or phone reimbursement
- â—ŹFlexible Time Off
- â—ŹCompany issued laptop
- â—ŹEgg freezing mental health and employee wellness benefits
Tech Stack
partner successaccount managementdata analysisclient engagementcross-functional collaborationreportingstakeholder managementimplementationupsellrevenue tracking