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Client Success Manager - Global

Horizon Blockchain Games

Horizon Blockchain Games

Customer Service
Toronto, ON, Canada
Posted on Friday, June 7, 2024
Sequence is the award-winning all-in-one development platform for integrating web3 into games. Onboard, monetize, grow, and retain your players with our industry-leading technology. From collectibles and ownable rewards to fully on-chain experiences, Sequence’s modular stack solves technical challenges, allowing developers to concentrate on creative execution using our solutions: Sequence Builder, seamless smart wallet solutions, Marketplaces, Minter, Payments, Analytics, Indexer, Gas Tank and Relayer, Node Gateway, SDKs for mobile, Unity, and Unreal Engine, and more.
Trusted by a growing ecosystem of web3, web2.5, and traditional games, Sequence is a well-capitalized company backed by some of the most prestigious investors in the gaming and web3 world, including Take-Two Interactive, Ubisoft, Xsolla, Bitkraft, Brevan Howard, Coinbase, Polygon, and others. Founded in 2018 as part of Horizon, our world-class team consists of gaming and tech industry veterans, leaders in the web3 space, engineers who have built wildly popular open source applications and standards, and founders who have built and sold successful companies.
About the Role
We are looking for an experienced and energetic Client Success Manager to join our commercial team to support clients across global regions, playing a key role in the growth of Horizon’s industry-leading web3 gaming infrastructure stack, Sequence. The successful candidate is deeply interested and knowledgeable about blockchain, web3, and gaming in particular. We are looking for a self-starter that can be both hands on and strategic. The role will report to the Head of Business Development and collaborate with the product & engineering, marketing, and legal teams to solve real problems our partners are facing while building innovative products in web3 to address those needs. This person develops and represents in-depth knowledge of our product offerings, and communicates tailored messaging adapted to different audiences at varying levels of technical sophistication and web3 knowledge. The successful candidate is outgoing, extroverted and enjoys building and developing relationships with people.
The Client Success Manager is tasked with the ongoing success and development of all Sequence game developer clients, including our most strategic partners. This role requires a high attention to detail, a self-starter mindset and proactive disposition. This person will act as client advocate internally to ensure Sequence puts client needs above all else.
The Client Success Manager will have the opportunity to make an impact in a fast-scaling sector, with the potential to affect billions of gamers around the world and fundamentally change the future of gaming. This person will be a key asset in making web3 accessible to everyone.

Responsibilities

  • Client Onboarding and Training
  • Work closely with the business development team to facilitate a smooth transition from newly-signed partner to ongoing Client Success partner
  • Manage the client onboarding process by working hand-in-hand with developer relations, product, and marketing, to ensure clients are onboarded seamlessly and effectively
  • Develop and continuously improve the client onboarding process
  • Provide comprehensive training and resources to clients on the use of our platform and products.
  • Client Relationship Management
  • Be an exceptional communicator between the client and internal teams, understanding the objectives of each group and developing tailored strategies to facilitate success
  • Act as an advisor to clients by offering insights and best practices to maximize the value clients derive from our solutions
  • Serve as a client advocate within the company, ensuring their voices are heard and their needs are prioritized
  • Be the all important internal expert on the client’s business, plans and roadmap
  • Work closely with the marketing team to ensure that clients’ important milestones, activities and event etc are being co-marketed by Sequence
  • Effectively upsell clients to higher tier packages, products and services where possible
  • Manage the contract renewal process for existing clients
  • Develop and continuously improve the client success best practices and processes
  • Issue Resolution
  • Proactively address and resolve any issues or challenges clients face
  • Escalate critical issues to appropriate internal teams and ensure timely resolution
  • Become an Expert
  • Develop a strong knowledge base in the Ethereum and blockchain ecosystem
  • Understand how our products can unleash significant value for partners
  • Keep up with trends and developments in the blockchain, web3 and broader gaming sector
  • Participate in blockchain/crypto/gaming conventions to build relationships and develop future opportunities
  • Be an Awesome Teammate
  • Client-focused orientation with a passion for delivering outstanding service
  • Embody and promote our company values
  • Build solid relationships with colleagues from marketing, product, development and legal teams
  • Ability to multitask, managing priorities and concurrent projects, meeting deadlines in a busy and ever-changing environment
  • Team player, positive attitude, strong verbal, and written communication skills and excellent interpersonal skills
  • Ability to work on your own initiative and make effective decisions under pressure

Requirements

  • At least 5 years of proven B2B account management or equivalent experience, in the gaming industry
  • Fluent in English (written and spoken)
  • You understand and empathize how gaming and developer studios work
  • Experience working in a fast-paced, start-up environment, and comfortable working with ambiguity
  • Passionate about gaming, with a keen interest in blockchain/web3 being beneficial
  • Strong communication and presentation skills, with experience creating presentations and materials
  • Experience with Google Workspace and MS Office Suite
  • Highly organized: you can multitask without dropping the ball and you always meet deadlines
  • You are resourceful and LOVE to take initiative
  • “Hands on”, “can do” attitude is a prerequisite
  • Preference for candidates based in the North American Eastern Timezone (ET) or Western European Timezone (WET)
Why Horizon?
- A chance to deliver massive impact at a small and quickly growing company
- Work on hard, big, meaningful problems that can shift markets
- Competitive salary and equity package
- Accelerate your career by joining at the early stages
- Be part of defining web3, the next generation of the Internet, and creating symbiotic economies where both users and creators share in the value generated by networks
- Work with an outstanding team made of wonderful people who have built and sold successful companies, launched amazing products, and have rich experience in infrastructure, architecture, blockchain, games, finance, investing, strategy, consulting, design, marketing, community, and more.
- Work-life balance unlike the “crunch” culture you find at larger studios
- New PC, and generous allowance for work-from-home setup for full time employees
- Extensive health benefits for Canadian employees
- We’re conscious about mental health and have modern vacation policies
- We invest in everyone’s personal development
- Learn more about our values and the traits we embody at https://careers.horizon.io/
We are committed to diversity and encourage applicants from all backgrounds, genders and faiths.
While we're building incredible products, we also want to add to our wonderful team and company. The best way to do that is to attract talented folks from all areas and to have their experiences inform their work.