Customer Success Manager

Bitfarms - Pittsburgh, PA

Full-time - Mid Level

Pittsburgh, PA

About the position

The Customer Success Manager at Bitfarms is a newly created role focused on overseeing the post-sales experience for clients in the cryptocurrency mining sector. This position is essential for ensuring seamless service delivery and maintaining strong, long-term client relationships. The manager will work closely with clients to address operational needs and ensure satisfaction, reporting directly to the SVP of Mining Operations.

Responsibilities

• Lead the client onboarding process post-sale, ensuring a smooth transition and clear communication of operational details.
• Serve as the primary point of contact for clients, managing day-to-day interactions and fostering positive client relationships.
• Collaborate with technical teams to promptly address and resolve any client issues or operational challenges related to data center hosting.
• Oversee key metrics and performance indicators for client operations to ensure alignment with client expectations and service level agreements.
• Identify and implement process enhancements to improve the customer experience and ensure consistent delivery of high-quality service.
• Collect client feedback, provide regular updates to internal stakeholders, and recommend improvements to service delivery and customer success strategies.

Requirements

• At least 5 years of experience in a customer success, account management, or client relations role, preferably in technology or data center environments.
• Strong understanding of data center operations and technical solutions.
• Excellent communication skills, with an ability to build trust and maintain long-term client relationships.
• Problem-solving mindset with experience in issue resolution and conflict management.
• Ability to work independently in a remote setting and maintain proactive communication with the team.
• Proven experience in managing the post-sales journey, ensuring client satisfaction and operational alignment.

Nice-to-haves

• Project Management Certification (e.g., PMP, Scrum) to help coordinate complex client needs and manage workflows effectively.
• Familiarity with data analytics tools (e.g., Excel, Tableau) to track and interpret customer metrics, allowing proactive recommendations for process improvement.
• Previous experience managing customer relationships using CRM platforms to streamline account management.
• Proficiency in additional languages like Spanish or French to facilitate communication with diverse clients.

Benefits

• Employee assistance program
• Free parking
• Referral program