Customer Success Manager
TLDR
Own the transition of users from free usage to paid subscription plans, optimizing relationships and driving adoption in a high-velocity sales environment focused on crypto-native operations.
About the Role
Safe Labs is launching its first paid product motion. Our commercial focus in 2026 is to convert our users into subscription customers - Pro and Enterprise plans - that give them cost predictability, frictionless transacting, and direct access to our team via the Customer Success Manager.
As Customer Success Manager, you will own this conversion motion. You will work directly with the high-TVP teams already operating on Safe - protocols, treasuries, asset managers, payroll operators, smart contract teams - and guide their transition from free usage to a paid plan. The goal is not to sell new logos. The goal is to deepen relationships with users we already serve, secure the value they process on Safe, and build the named-contact, recurring-relationship surface that today does not exist.
The motion is high-velocity, mid-ACV, conversion-focused, and built on understanding crypto-native operations rather than running classical enterprise sales cycles.
In this role, you will
Convert ~100 high-usage Safe accounts into paying customers within the first year
Identify and engage target accounts via CRM/product signals and direct outreach (Telegram, Slack, email, calls)
Build CRM intelligence by documenting wallet addresses, key contacts, and decision-makers
Manage customer relationships including renewals, expansion, check-ins, and escalations
Share customer insights and feedback with Product and Marketing teams
Collaborate cross-functionally with Partnerships and Customer Support to drive commercial opportunities
In the early phase, you will both close and manage accounts - helping formalize Enterprise as a core pillar of Safe.
You might be a great fit if you have
2 - 5 years of commercial experience (B2B sales, account management, customer success, partnerships)
Genuine fluency in the EVM ecosystem - DeFi, treasury operations, multi-sig workflows, account abstraction, wallets, cross-chain operations within EVM
Hands-on familiarity with the kinds of teams already using Safe: protocols, DAOs, asset managers, on-chain treasuries, smart contract operators, RWA & stablecoin issuers
Comfort with a high-velocity, mid-ACV motion (subscriptions priced from $49/month to $599/month) - not enterprise sales cycles
Strong account management instincts: retention DNA, not hunter DNA
Ability to read product usage data, CRM signals, and on-chain activity to prioritize outreach
Operating without a fully built sales playbook - you help build it
Articulating subscription value to users
Navigating crypto-native skepticism toward monetization
Working with anonymous or pseudonymous users, finding decision-makers without traditional contact databases
Direct feedback and high expectations
Nice to have
Existing personal network in the Ethereum / EVM ecosystem
Experience at a wallet, custody, infrastructure, security, account abstraction, developer tooling, or institutional crypto company
Exposure to teams operating on-chain treasuries or DeFi operations
Experience in early-stage or scale-up commercial roles where the motion was being built
What we can offer you:
- Home Working Budget: Personalize your home office with a dedicated budget! Choose from a sleek desk, top-notch headphones, a comfy chair, and more. We're committed to creating a workspace that inspires you.
- 30 vacation days as standard: Take the time off you need no matter where you work. All of our contributors get 30 vacation days by default, with public holidays in addition.
- Continuous Learning: Invest in yourself with our personal education and conference budgets. Stay ahead of the curve by attending conferences, workshops, and courses that align with your professional growth.
- Innovative Fridays: Unleash your creativity! Spend Friday afternoons diving into research or working on a side project within our exciting ecosystem. It's the perfect opportunity to explore new ideas and contribute to innovative endeavours.
- Flexible Work Schedules: Embrace work-life balance with our flexible working schedules. We understand that everyone has unique needs, and our hybrid work policies empower you to choose a working style that suits you best.
Benefits
Flexible Work Hours
Embrace work-life balance with our flexible working schedules. We understand that everyone has unique needs, and our hybrid work policies empower you to choose a working style that suits you best.
Home Office Stipend
Personalize your home office with a dedicated budget! Choose from a sleek desk, top-notch headphones, a comfy chair, and more.
Learning Budget
Invest in yourself with our personal education and conference budgets. Stay ahead of the curve by attending conferences, workshops, and courses that align with your professional growth.
Paid Time Off
30 vacation days as standard: Take the time off you need no matter where you work. All of our contributors get 30 vacation days by default, with public holidays in addition.
Safe Labs builds solutions for self-custodial on-chain treasury management, catering specifically to high-volume users and institutional clients in the DeFi space. Our innovative products, including the newly launched Safe Wallet Enterprise, are designed to enhance long-term sustainability and deepen partnerships with our trusted users.