Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Program Manager coordinating blockchain security, audits, and engineering client engagements at OpenZeppelin. Owning delivery, renewals, expansion, governance, and technical dependencies across global ecosystem accounts.
Responsibilities
- Own the full lifecycle of strategic ecosystem accounts from kickoff through delivery, renewal, and expansion
- Serve as the primary point of contact and trusted advisor for each client
- Lead client kickoffs and manage scope through a structured change-order process
- Oversee end-to-end audit delivery, quality review, and publishing
- Proactively escalate risks to internal leadership
- Administer engagement governance, including RASCI matrices, workstream structures, engagement models, cadence, and reporting metrics
- Maintain milestone plans, scope/MVP definitions, RAID logs, risk and compliance registers, and other program artifacts
- Formulate executive-level status reports for clients and internal leadership
- Coordinate architecture and requirements sessions with client engineering teams
- Oversee delivery across audit and engineering teams, including backlogs, sprints, and stage gates
- Provide formal go/no-go recommendations at key milestones
- Manage technical dependencies such as repository access, audit cycles, vendor onboarding, and contractual or SOW-related blockers
- Synchronize delivery timelines and technical specifications with third-party infrastructure providers and partners
- Facilitate stakeholder coordination, dependency mapping, risk management, and regulatory-readiness governance
- Maintain account intelligence on ecosystem goals, technology stacks, governance, roadmaps, and funding landscapes
- Partner with Sales, Secure Development, Security Services, and Growth on upsells, renewals, recurring revenue, subscriptions, and go-to-market use cases
- Review codebases at a high level for estimation and hold technical conversations with client engineering teams
- Monitor resource utilization, allocation, delivery metrics, and on-time delivery
- Use GitHub, Notion, Slack, HubSpot, and internal automation tools to streamline workflows
- Provide exceptional client care across all account touchpoints
Requirements
- 5+ years of experience in Technical Program Management, Technical Account Management, Customer Success, Engagement Management, Solutions Architecture, or a closely related customer-facing technical role
- Proven track record managing complex, multi-stakeholder technical delivery on time and within scope, and managing a book of business with renewal and expansion responsibility
- Technical background sufficient to review code at a high level for estimation and hold credible conversations about smart contract architecture
- Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and open-source business models
- Genuine passion for the blockchain space
- Solidity or Rust reading proficiency, or hands-on cybersecurity experience
- Exceptional relationship-building skills
- Experience managing renewal cycles, negotiating change orders, and building account expansion narratives
- Ability to manage multiple complex engagements concurrently across many stakeholders and time zones
- Advanced English with excellent written and verbal communication
- Comfortable presenting to a CTO and a CFO in the same meeting
- Advanced knowledge of GitHub, Notion, Linear, Slack, and HubSpot
- Comfortable working in a fully remote, async-first, globally distributed environment
Benefits
- Company gatherings around the world
- Fully remote work
- Flexible time off
- 8 weeks of paid leave for primary caregivers
- 4 weeks of paid leave for secondary caregivers
- One-time $3,600 baby bonus
- Up to $500 in home office equipment support
- Medical insurance
- Learning and development opportunities
- Monthly stipend for a preferred co-working space
- Paid work test (up to 20 hours of paid work)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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