About Legacy

Legacy is an easy to use, non-custodial web3 wallet that protects your assets if something happens to you. With Legacy you can swap across any chain, earn yield with one-click DeFi and safeguard your wealth with beneficiary protection.

Legacy is a new company built by Decentralized Masters team that is on track to reach 50m in revenue this year. We have a vibrant community of 4,000+ High Networth investors.

We’ve just launched Legacy, got too much demand and now need someone to help us manage it.

About the Role

We are seeking a motivated and customer-focused Customer Success Manager (CSM) to join our team who thrives in high-growth tech startups, make or break things environment, is ready to wear many hats and wants growth in their career. The CSM will be responsible for building strong relationships with clients, ensuring they achieve maximum value from our products/services, and driving long-term satisfaction, retention, and growth.

What will you be doing?

Key Responsibilities

This role is responsible for all users, customer support, user engagement and building systems to scale this department.

User Support

Handle inbound support via email, text, Circle (community platform) and Hubspot
Answer common questions on setup, account activity, and other crypto related questions
Maintain a clear, friendly and trustworthy voice in all user communications
Drive renewals, upsells, and cross-sell opportunities

User Engagement

Proactively engage users (onboarding, nudges, follow-ups)
Test and find what makes users engage, then work with the tech team to automate the process
Monitor user activity on CRM (Hubspot) and Analytics platform (Posthog) and their CHI (customer health index) scores
Drive adoption by moving users up the ladder: C -> B -> A engagement levels
Spot at-risk users early and re-engage them

Analytics and Reporting

Become an expert at Hubspot and Posthog
Define and monitor customer success KPIs (activation, retention, CHI improvements)
Share weekly insights with the team on user health and engagement

Cross-functional Support

Collaborate with product, ops, sales and marketing teams on customer-facing initiatives
Assist with admin tasks as needed (since this is an early-stage, hands-on role)
Help build scalable systems for customer success as Legacy grows
Build playbooks and processes

Requirements

What will you bring?

2–5 years of experience in Customer Success, Account Management, or a client-facing role (startup/fintech/web3 experience a plus)
Curious and data-driven - you enjoy diving into analytics tools
Excellent communication and interpersonal skills, with the ability to build rapport quickly
Strong organizational and time-management skills; able to manage multiple tasks and users
Problem-solving mindset with a proactive approach to customer challenges
Experience with CRM or customer success platforms (Hubspot) is a plus.
Ability to work independently in a fast-paced environment.
Bonus: Experience with Circle, Hubspot, Posthog, or other CRM/analytics tools.

Benefits

What do we offer?

Competitive salary and performance-based incentives.
Opportunities for career growth and development.
Collaborative, supportive work culture.
Remote work environment
The chance to make a meaningful impact on customer success and business growth.

Newsletter