Customer Success Manager

Customer Success Manager, Operational Enablement

Securitize is redefining how capital markets operate making investing more efficient, transparent, and accessible through blockchain technology.

As a Customer Success Manager, Operational Enablement, you'll serve as the primary external point of contact for a portfolio of innovative issuers, funds, and partners operating on the Securitize platform. You'll ensure their day-to-day operations from investor transactions and distributions to reporting and compliance are executed smoothly and accurately.

This is a client-facing role that blends operational execution, relationship management, and professional communication. You'll represent Securitize with confidence and clarity while helping our clients successfully navigate the intersection of finance, compliance, and blockchain innovation.

Key Responsibilities

• Act as the primary contact for clients, ensuring operational requests and inquiries are handled promptly and professionally.
• Build and maintain trusted relationships through clear communication, reliability, and attention to detail.
• Provide proactive updates and transparency on task progress, timelines, and outcomes.
• Collaborate with Account Management to support renewals, expansions, and long-term client satisfaction.
• Manage client operations including investor management, tokenized transactions, distributions, and compliance-related processes.
• Execute tasks with precision and ensure adherence to regulatory, contractual, and operational standards.
• Coordinate with Compliance, Finance, and Product Operations to resolve issues and deliver seamless client experiences.
• Maintain detailed records of client requests, actions taken, and outcomes to ensure accountability and audit readiness.
• Empower clients to effectively use the Securitize platform through clear communication, resources, and tailored guidance.
• Develop and share educational materials (guides, FAQs, videos) to promote client self-sufficiency.
• Translate complex operational or compliance requirements into simple, actionable steps for clients.
• Serve as a trusted advisor on best practices in digital securities operations and blockchain-enabled finance.
• Partner with Product, Compliance, and Engineering to escalate and resolve client issues efficiently.
• Communicate client needs and feedback to internal teams to drive process and product improvements.
• Contribute to the refinement of operational workflows and playbooks for consistency and scalability.
• Response Time : Average time to acknowledge client inquiries and requests.
• Task Execution Time : Average turnaround time for completing operational processes (e.g., distributions, investor updates, transfers).
• Resolution Time : Time to full completion and client confirmation of operational tasks.
• Operational Accuracy : Percentage of tasks completed error-free and compliant with internal and regulatory standards.
• Client Satisfaction (CSAT) : Ratings reflecting clarity, responsiveness, and professionalism.
• Retention & Renewals : Continued engagement and contract renewals of assigned clients.

What You'll Bring

Why Join Us?

Become a part of our rapidly expanding organization and enjoy a supportive and rewarding work environment :