Senior Customer Success Manager, Commodities



Customer Service, Sales & Business Development
London, UK
Posted on Monday, September 25, 2023

Paxos is on a mission to enable the movement of any asset, any time, in a trustworthy way. Today’s financial infrastructure is archaic, expensive, inefficient and risky - supporting a system that leaves out more people than it lets in. So we’re rebuilding it.

As a regulated blockchain infrastructure company, we use technology to tokenize, custody, trade, and settle assets for enterprise clients like PayPal, Novi, Bank of America, and Interactive Brokers. Paxos is a top-funded blockchain company, with more than $500 million in total funding from leading investors like OakHC/FT, Founders Fund, PayPal Ventures, and Declaration Partners. Together, we empower today’s financial leaders to build a more open, trusted economy.

We are looking for a Senior Customer Success Manager - Commodities to join our rapidly growing FinTech company. The Senior CSM is responsible for leading the engagement, retention, and growth of our commodities platform customers. You will have to balance commercial, technical, and operational challenges to achieve success. As a Senior Customer Success Manager, you will act as a trusted advisor and partner with customers by enabling them to use our products to achieve their business objectives and stakeholder goals. You will steer the overarching strategy of the engagement through internal and external stakeholders to create long term success.This role is focused on supporting the Commodities business line.

As a Senior Customer Success Manager, you’ll get to:

  • Lead the customer engagement for the commodities business line after onboarding
  • Steer the client’s priorities and strategy to help ensure their long-term success
  • Discover or create new opportunities to deepen the existing partnership
  • Coordinate and align multiple stakeholders within the client’s organization and Paxos
  • Develop commercial and technical champions within the client’s organization
  • Support the successful executive stakeholder engagement with these accounts
  • Organize across all functions at Paxos for the successful delivery of existing and new solutions for the customer
  • Partner with the team to establish and maintain an engagement model to scale customer success management
  • Act as the voice of the customer and share client feedback to bring alignment and drive continuous improvement
  • Mentor team members

Your experience should include:

  • 8+ years of experience leading complex enterprise technology engagements, preferably with financial institutions
  • You will have a track record of influencing internal and external stakeholders through competing priorities, dependencies and tradeoffs
  • You have comfort working in a tech-driven environment with the ability to coordinate across several stakeholder groups (Engineering, Operations, Compliance, Finance, Marketing, People, Strategic Initiatives-Office of the CEO)

You might also have:

  • Demonstrated ability to learn complex new technologies
  • Comfort working in a fast-paced, ambiguous environment
  • Excellent program management skills
  • Prior experience in commodities
  • Strong written and verbal communication skills
  • Strong attention to detail and passion for solving problems

What you’ll love about Paxos:

Paxos has consistently been named as a “Best Place to Work” by BuiltIn and was recently listed on the 2021 Forbes Fintech 50. All of our employees have significant ownership and impact on our business, as well as benefits like company equity, health insurance, family leave, a quarterly stipend for development, a stipend for home office setup and unlimited PTO. From team product demos and virtual lounge and learns to care packages and an active Slack #shoutouts channel, there are countless opportunities to connect and make your mark. Help us continue to build a new, open financial system from one of our three offices or right from your home!

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Our Paxos team is made up of passionate people from all over the world with different perspectives and experiences. If this opportunity excites you, but your experience doesn’t perfectly match the description…apply! Unique voices help us build a more transparent and open economy.