About the role:

Reporting to the Global Head of Business, you will lead and scale Partner Success at Polygon Labs, owning relationships with some of the most strategic customers in the ecosystem. This role is central to delivering a best-in-class client experience, from onboarding through long-term growth, while building the systems, processes, and team needed to support enterprise adoption of Polygon Labs' products. If you are excited about shaping how leading institutions interact with blockchain infrastructure and driving measurable customer impact, this role offers the opportunity to build and lead a high-impact function from the front.

Responsibilities:

📍Build and maintain strong relationships with senior management and C-level stakeholders across strategic accounts 📍Lead and develop a team of account managers, establishing scalable processes across onboarding, implementation, and ongoing account management 📍Design and optimize end-to-end post-sales workflows to ensure a seamless client experience from contract close through go-live and beyond 📍Partner cross-functionally with Engineering, Product, Sales, Finance, and Marketing to represent the voice of the customer and influence product direction 📍Own customer retention, contract renewals, and expansion by identifying upsell and cross-sell opportunities across Polygon Labs' product suite 📍Establish data-driven reporting frameworks to track client satisfaction, adoption, and overall account health 📍Act as the primary escalation point for client issues, including billing, account inquiries, and audit-related requests 📍Lead regular client engagement cadences, including monthly check-ins and quarterly business reviews 📍Contribute to revenue tracking, forecasting, and reporting to internal leadership and external stakeholders 📍Operate as a strategic liaison between clients and internal leadership, ensuring alignment and proactive communication

Requirements:

📍8+ years of experience in B2B relationship management, customer success, or account management, including leadership experience 📍Proven experience managing enterprise clients within fintech, payments, SaaS, or blockchain environments 📍Strong ability to build relationships with executive stakeholders and navigate complex organizational structures 📍Experience leading cross-functional initiatives and influencing product and operational outcomes 📍Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, structured messaging 📍Bachelor's degree or equivalent practical experience

Nice-to-have: 📍Experience working with blockchain or crypto-related products and infrastructure 📍Background in scaling customer success or account management teams in high-growth environments 📍Experience with contract negotiation, renewals, and dispute resolution

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