• Own a Book of Customers: You’ll manage a portfolio of Blockworks customers as their primary point of contact after sale, building strong relationships and ensuring we unlock as much value from our product offerings as possible for our clients. • Drive Retention and Renewals: You’ll focus on keeping customers engaged and successful, identifying churn risk early, guiding renewal conversations, and showing customers the ROI of working with Blockworks. • Be the Expert: You’ll continually engage with our Product team to maintain expertise around the use-cases, benefits, and features of each of our products, and leverage that knowledge to advise our clients in how best to solve their most burning issues with Blockworks’ offerings. • Run Day-to-Day Customer Engagements: You’ll lead regular check-ins, QBRs, and ongoing communication, making sure customers feel supported, informed, and engaged. • Spot and Solve Customer Problems: You’ll uncover pain points, flag issues early, and work with internal teams — product in particular — to get things resolved quickly and thoughtfully. • Provide High-Value Feedback: You will consistently provide feedback to internal teams, particularly Product and Sales, based on customer conversations to inform improvements to our sales process and product roadmap. • Partner Internally to Get Things Done: You’ll work closely with Sales, Product, Finance, and Operations to ensure smooth handoffs, clear expectation-setting, and follow-through on customer needs. • Use Tools to Stay Organized: You’ll keep account details, health scoring, and renewal status up to date in HubSpot, using that information to prioritize your work and report status across the org. • Help Improve How we do CS: As part of a small, growing team, you’ll play a key role in helping define the Customer Success function, and exemplify and champion best practices. This responsibility includes serving as an escalation point and mentor for your junior team members.