Customer Success & Lifecycle Operations Manager

About Legacy

Legacy is an easy-to-use, non-custodial Web3 wallet designed to protect digital assets through beneficiary protection and seamless DeFi access. Users can swap across chains, earn yield in one click, and safeguard wealth for the next generation.

Legacy is built by the team behind Decentralized Masters - a profitable $50M+ education and investment ecosystem with 4,000+ high-net-worth investors.

We’ve launched. Demand is strong. Now we need someone to own the post-acquisition customer journey and turn users into long-term, high-LTV subscribers.

About the Software Division

We are building a portfolio of software products inside the Decentralized Masters ecosystem, including:

Legacy Wallet – a non-custodial Web3 wallet with beneficiary protection and seamless DeFi access

Trading Bot – automated crypto execution tools for serious investors

Future fintech and investor infrastructure tools

We are now building the retention and lifecycle engine that will power long-term recurring revenue across all products.

About the Role

This is not a traditional Customer Success role.

This is a multi-product SaaS lifecycle and revenue operations role.

You will own the entire post-acquisition customer journey across:

Legacy Wallet

Trading Bot

Any future subscription-based software we launch

Your mission:

Reduce churn

Increase activation

Grow LTV

Build scalable retention systems across products

You operate at the intersection of:

Data

Product

Lifecycle marketing

Subscription analytics

Customer health scoring

AI-powered workflow optimization

This role sits within a lean 5–8 person software team. You will build systems from scratch.

What You Will Own

1. Full Multi-Product Customer Lifecycle Ownership

Own the lifecycle across all software products:

Onboarding → Activation → Engagement → Retention → Upsell → Reactivation

You will:

Design product-specific onboarding journeys

Run onboarding/offboarding calls for high-value subscribers

Build lifecycle email sequences and automation flows per product

Segment users across product lines

Create proactive churn-reduction frameworks

Personalize journeys based on behavior and usage

This is cross-product lifecycle architecture, not ticket handling.

2. SaaS Analytics & Revenue Optimization (Across Products)

You must be deeply comfortable with:

MRR tracking (per product + consolidated view)

Churn analysis (logo churn & revenue churn)

Cohort analysis

LTV optimization

Activation rate tracking

Retention curves

Expansion revenue metrics

You will:

Build dashboards across PostHog, HubSpot, Whop (and future tools)

Reconcile data across platforms that don’t sync cleanly

Create product-level and portfolio-level reporting

Develop and maintain a Customer Health Index (CHI) per product

Identify churn risks early and build intervention playbooks

Deliver weekly revenue + retention insights to founders

3. AI-Driven Lifecycle & Operations

We are AI-forward.

You must:

Actively use AI tools to automate lifecycle workflows

Build AI-assisted onboarding flows

Automate support triage and response routing

Use AI for churn prediction insights

Continuously experiment with tools that improve operational efficiency

This is non-negotiable. We want someone AI-native.

4. Scalable Systems & Process Building

You will build the entire CS/Lifecycle infrastructure across products.

This includes:

Customer Success playbooks per product

Tiered engagement models (C → B → A users)

Customer Health Index frameworks

Escalation pathways

Community engagement systems

Cross-product upsell triggers

Feedback loops into Product & Engineering

You will collaborate closely with engineering to ensure dashboard accuracy and data integrity.

5. Strategic Support Oversight (Portfolio-level)

You will:

Oversee inbound support systems across products

Ensure tone, clarity, and trustworthiness

Handle complex or high-value escalations

Improve automation so support becomes increasingly self-serve

Build scalable documentation and knowledge systems

The goal: Reduce manual support over time while increasing customer satisfaction.

Requirements

Must-Haves

2–6 years in SaaS Customer Success, Lifecycle, Growth, or Revenue Operations

Strong understanding of subscription economics

Experience working across multiple product lines (preferred)

Proven experience reducing churn and increasing LTV

Highly analytical and comfortable working with raw data

Experience building dashboards and interpreting cohort analysis

AI-native - actively using AI to improve output

Comfortable building systems from zero

Strong written communication

Strong Bonus

Fintech / Crypto / Web3 experience

Experience with HubSpot, PostHog, Whop, Circle

Experience building Customer Health Index models

Experience reconciling messy data across tools

Experience in multi-product SaaS environments

What We Offer

Competitive salary + performance-based incentives tied to retention & LTV improvement

Direct exposure to founders

Ability to shape the entire customer success function

Remote work

High ownership, high-impact role

Growth into Head of Lifecycle / CS Operations / Revenue Ops