Customer Success Manager - Remote Eligible

Customer Success Manager

Legacy is an easy to use, non-custodial web3 wallet that protects your assets if something happens to you. With Legacy you can swap across any chain, earn yield with one-click DeFi and safeguard your wealth with beneficiary protection.

Legacy is a new company built by Decentralized Masters team that is on track to reach 50m in revenue this year. We have a vibrant community of 4,000+ High Networth investors.

We've just launched Legacy, got too much demand and now need someone to help us manage it.

About the Role

We are seeking a motivated and customer-focused Customer Success Manager (CSM) to join our team who thrives in high-growth tech startups, make or break things environment, is ready to wear many hats and wants growth in their career. The CSM will be responsible for building strong relationships with clients, ensuring they achieve maximum value from our products/services, and driving long-term satisfaction, retention, and growth.

What will you be doing?

Key Responsibilities

This role is responsible for all users, customer support, user engagement and building systems to scale this department.

User Support

• Handle inbound support via email, text, Circle (community platform) and Hubspot
• Answer common questions on setup, account activity, and other crypto related questions
• Maintain a clear, friendly and trustworthy voice in all user communications
• Drive renewals, upsells, and cross-sell opportunities

User Engagement

• Proactively engage users (onboarding, nudges, follow-ups)
• Test and find what makes users engage, then work with the tech team to automate the process
• Monitor user activity on CRM (Hubspot) and Analytics platform (Posthog) and their CHI (customer health index) scores
• Drive adoption by moving users up the ladder: C -> B -> A engagement levels
• Spot at-risk users early and re-engage them

Analytics and Reporting

• Become an expert at Hubspot and Posthog
• Define and monitor customer success KPIs (activation, retention, CHI improvements)
• Share weekly insights with the team on user health and engagement

Cross-functional Support

• Collaborate with product, ops, sales and marketing teams on customer-facing initiatives
• Assist with admin tasks as needed (since this is an early-stage, hands-on role)
• Help build scalable systems for customer success as Legacy grows
• Build playbooks and processes