Customer Success & Lifecycle Operations Manager

5 hours, 31 minutes ago
Full-time
Mid Level
Customer and Technical Support
Decentralized Masters

Decentralized Masters

Decentralized Masters provides institutional-grade training, private mentorship, and daily education to empower investors in mastering decentralized finance, enabling them to protect and grow their wealth outside of centralized systems.

Education Services
1-10
Founded 2022

Description

  • Own the end-to-end lifecycle across multiple software products, from onboarding and activation through engagement, retention, upsell, and reactivation.
  • Design product-specific onboarding journeys and run onboarding/offboarding calls for high-value subscribers.
  • Build lifecycle email sequences, automation flows, segmentation, and personalized journeys based on user behavior and usage.
  • Create proactive churn-reduction frameworks and intervention playbooks to reduce churn and improve customer retention.
  • Track and optimize SaaS metrics including MRR, churn, cohort performance, LTV, activation, retention, and expansion revenue.
  • Build dashboards and reporting across tools such as PostHog, HubSpot, and Whop, and reconcile data across disconnected systems.
  • Develop and maintain Customer Health Index frameworks and use them to identify churn risk early.
  • Use AI tools to automate lifecycle workflows, onboarding, support triage, response routing, and churn prediction.
  • Build scalable CS infrastructure, including playbooks, tiered engagement models, escalation paths, community systems, and feedback loops into Product and Engineering.
  • Oversee inbound support operations, handle complex escalations, and improve documentation and self-serve support systems.

Requirements

  • 2–6 years of experience in SaaS Customer Success, Lifecycle, Growth, or Revenue Operations.
  • Strong understanding of subscription economics.
  • Experience working across multiple product lines is preferred.
  • Proven experience reducing churn and increasing LTV.
  • Highly analytical and comfortable working with raw data.
  • Experience building dashboards and interpreting cohort analysis.
  • AI-native mindset with active use of AI to improve output and operations.
  • Comfortable building systems from zero.
  • Strong written communication skills.
  • Fintech, crypto, or Web3 experience is a strong bonus.
  • Experience with HubSpot, PostHog, Whop, and Circle is a strong bonus.
  • Experience building Customer Health Index models is a strong bonus.
  • Experience reconciling messy data across tools is a strong bonus.
  • Experience in multi-product SaaS environments is a strong bonus.

Benefits

  • Competitive salary plus performance-based incentives tied to retention and LTV improvement.
  • Direct exposure to founders.
  • Opportunity to shape the entire customer success function.
  • Remote work.
  • High ownership, high-impact role.
  • Clear growth path into Head of Lifecycle, CS Operations, or Revenue Ops.

Interested in this position?

Apply directly on the company website

Apply Now

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