Customer Success Manager

Customer Success ManagerLocation: Americas, RemoteAbout UsPointsville is an end-to-end alternative asset factory, offering solutions that bridge the gap between emerging digital financial technologies and traditional asset classes. We specialize in Alternative Asset Digitalization and Loyalty Innovation, empowering organizations to unlock new value through tokenization, stablecoin infrastructure, and real-world asset integration.Our globally distributed team of innovators, builders, and thinkers is passionate about the future of finance. Join Pointsville and be part of shaping the future of digital finance!OverviewWe are seeking a proactive and relationship-driven Customer Success & Partnerships Manager to help clients and partners achieve meaningful results through Pointsville’s solutions. You’ll build long-term relationships, lead onboarding and engagement efforts, and support partners in adopting Pointsville’s tokenization, digital asset management, and blockchain-enabled engagement tools. What You’ll Do1. Client Relationship ManagementServe as the primary point of contact for a portfolio of enterprise clients and partners.Develop trusted relationships by understanding client goals and aligning them with Pointsville’s solutions.Conduct regular business reviews to demonstrate ROI, value, and growth opportunities.Manage communications and collaboration with strategic partners.2. Onboarding & AdoptionLead the onboarding process, ensuring smooth and timely implementation.Develop tailored customer success plans aligned with client objectives.Educate customers on platform features, best practices, and new releases to maximize adoption.Partner cross-functionally with Product and Engineering to ensure technical readiness and successful deployments.3. Retention & GrowthMonitor customer health, usage data, and engagement trends to mitigate churn risk.Identify upsell, cross-sell, and renewal opportunities in collaboration with Business Development.Support partnership development, including co-marketing, integrations, and joint activations.Contribute to scalable customer success processes and playbooks that improve client outcomes.4. Advocacy & Issue ResolutionAct as the voice of the customer, ensuring structured feedback informs product and service improvements.Collaborate with internal teams (Support, Product, Engineering, Compliance) to resolve client challenges promptly.Manage escalations with professionalism and transparency.5. Reporting & InsightsTrack and analyze success metrics such as NPS, churn, adoption, and expansion revenue.Prepare reports and dashboards on client engagement, ROI, and platform value for leadership.Use data insights to refine success strategies and improve client satisfaction.Qualifications & ExperienceBachelor’s degree or equivalent experience in Business, Marketing, Communications, or a related field.5+ years experience in institutional finance, business development, or a fintech B2B SaaS environment.Proven experience managing enterprise or institutional clients with measurable retention and growth outcomes.Strong command of CRM and customer success platforms.Analytical mindset with ability to interpret customer health and success metrics.Excellent communication, presentation, and relationship-building skills.Strong problem-solving and proactive approach to client success.Ability to manage multiple accounts in a fast-paced, distributed environment.Deep understanding of both TradFi and DeFiDeep understanding of tokenization workflows and value chainWe are committed to providing equal opportunity for qualified applicants to contract positions, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. This is a contract opportunity, not a direct employment role.