Hypernative is the leader in real-time threat prevention for Web3. We empower protocols, bridges, and DeFi platforms to detect and prevent exploits before they happen. Our platform is trusted by top crypto-native organizations to protect billions in on-chain value.
Backed by world-class investors and experiencing rapid growth, we’re building a customer centric organisation that helps our customers stay safe, agile, and ahead of threats. Now we’re hiring a Customer Success Manager in EMEA to join us on this mission.
As a Customer Success Manager (APAC) at Hypernative, you’ll own the post-sale relationship with some of the most innovative Web3 organizations in the region. You’ll ensure they are effectively onboarded, fully adopting our platform, and continuously seeing value from their investment in Hypernative.
You’ll also play a key role in identifying and surfacing upsell and expansion opportunities (UEX) to our Sales team, as well as owing the renewal of customers.
This is a great opportunity for a proactive, technically-minded CSM who thrives on customer impact, cross-functional collaboration, and shaping success at the bleeding edge of blockchain security.
Key Responsibilities
- Own customer onboarding and success for a portfolio of APAC-based clients, ensuring smooth activation and adoption (as well as some EMEA or US based clients initially)
- Build strong stakeholder relationships across technical, security, and executive levels
- Develop tailored success plans, align on KPIs, and track progress toward measurable outcomes
- Drive platform adoption, ensuring full integration, optimized alerting, and effective incident response workflows
- Identify and qualify upsell/expansion opportunities (e.g. additional chains, features, or teams), and partner with Sales to execute
- Collaborate with our dedicated Renewals Manager to support retention and renewal conversations with customer context and advocacy
- Deliver strategic touchpoints including usage reviews, success check-ins, and Quarterly Business Reviews (QBRs)
- Champion the voice of the customer, sharing feedback with Product and R&D to drive roadmap priorities.
- 5+ years in a Customer Success or Technical Account Management role at a B2B SaaS or cybersecurity company
- Experience supporting technical customers in a consultative role, ideally in Web3, cloud security, or developer platforms
- Strong ability to map customer needs to product capabilities and articulate value
- Demonstrated ability to identify commercial signals and coordinate with Sales for expansion execution
- Excellent written and verbal communication skills across technical and business audiences
- Knowledge of Web3 and DeFi
- Fluency in English plus one or more APAC regional languages
- Located in the APAC time zone
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