Customer Success & Lifecycle Operations Manager

Описание

About Legacy

Legacy is an easy-to-use, non-custodial Web3 wallet designed to protect digital assets through beneficiary protection and seamless DeFi access. Users can swap across chains, earn yield in one click, and safeguard wealth for the next generation.

Legacy is built by the team behind Decentralized Masters - a profitable $50M+ education and investment ecosystem with 4,000+ high-net-worth investors.

We’ve launched. Demand is strong. Now we need someone to own the post-acquisition customer journey and turn users into long-term, high-LTV subscribers.

About the Software Division

We are building a portfolio of software products inside the Decentralized Masters ecosystem, including:

• Legacy Wallet – a non-custodial Web3 wallet with beneficiary protection and seamless DeFi access
• Trading Bot – automated crypto execution tools for serious investors
• Future fintech and investor infrastructure tools

We are now building the retention and lifecycle engine that will power long-term recurring revenue across all products.

About the Role

This is not a traditional Customer Success role.

This is a multi-product SaaS lifecycle and revenue operations role.

You will own the entire post-acquisition customer journey across:

• Legacy Wallet
• Trading Bot
• Any future subscription-based software we launch

Your mission:

• Reduce churn
• Increase activation
• Grow LTV
• Build scalable retention systems across products

You operate at the intersection of:

• Data
• Product
• Lifecycle marketing
• Subscription analytics
• Customer health scoring
• AI-powered workflow optimization

This role sits within a lean 5–8 person software team. You will build systems from scratch.

What You Will Own

1. Full Multi-Product Customer Lifecycle Ownership

Own the lifecycle across all software products:

Onboarding → Activation → Engagement → Retention → Upsell → Reactivation

You will:

• Design product-specific onboarding journeys
• Run onboarding/offboarding calls for high-value subscribers
• Build lifecycle email sequences and automation flows per product
• Segment users across product lines
• Create proactive churn-reduction frameworks
• Personalize journeys based on behavior and usage

This is cross-product lifecycle architecture, not ticket handling.

2. SaaS Analytics & Revenue Optimization (Across Products)

You must be deeply comfortable with:

• MRR tracking (per product + consolidated view)
• Churn analysis (logo churn & revenue churn)
• Cohort analysis
• LTV optimization
• Activation rate tracking
• Retention curves
• Expansion revenue metrics

You will:

• Build dashboards across PostHog, HubSpot, Whop (and future tools)
• Reconcile data across platforms that don’t sync cleanly
• Create product-level and portfolio-level reporting
• Develop and maintain a Customer Health Index (CHI) per product
• Identify churn risks early and build intervention playbooks
• Deliver weekly revenue + retention insights to founders

3. AI-Driven Lifecycle & Operations

We are AI-forward.

You must:

• Actively use AI tools to automate lifecycle workflows
• Build AI-assisted onboarding flows
• Automate support triage and response routing
• Use AI for churn prediction insights
• Continuously experiment with tools that improve operational efficiency

This is non-negotiable. We want someone AI-native.

4. Scalable Systems & Process Building

You will build the entire CS/Lifecycle infrastructure across products.

This includes:

• Customer Success playbooks per product
• Tiered engagement models (C → B → A users)
• Customer Health Index frameworks
• Escalation pathways
• Community engagement systems
• Cross-product upsell triggers
• Feedback loops into Product & Engineering

You will collaborate closely with engineering to ensure dashboard accuracy and data integrity.

5. Strategic Support Oversight (Portfolio-level)

You will:

• Oversee inbound support systems across products
• Ensure tone, clarity, and trustworthiness
• Handle complex or high-value escalations
• Improve automation so support becomes increasingly self-serve
• Build scalable documentation and knowledge systems

The goal:
Reduce manual support over time while increasing customer satisfaction.

Requirements

What You Bring

Must-Haves

• 2–6 years in SaaS Customer Success, Lifecycle, Growth, or Revenue Operations
• Strong understanding of subscription economics
• Experience working across multiple product lines (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 - actively using AI to improve output
• Comfortable building systems from zero
• Strong written communication

Strong Bonus

• Fintech / Crypto / Web3 experience
• Experience with HubSpot, PostHog, Whop, Circle
• Experience building Customer Health Index models
• Experience reconciling messy data across tools
• Experience in multi-product SaaS environments

Benefits

What We Offer

• Competitive salary + performance-based incentives tied to retention & LTV improvement
• Direct exposure to founders
• Ability to shape the entire customer success function
• Remote work
• High ownership, high-impact role
• Growth into Head of Lifecycle / CS Operations / Revenue Ops