Customer Success Manager - Bitfarms : Job Details

Bitfarms is a global vertically integrated Bitcoin mining company that operates one of the largest cryptocurrency mining operations in North America. As the only publicly traded pure-play Bitcoin mining company audited by a Big Four audit firm, we are a global operation powered by entrepreneurial leaders and the most novel technology available.

Spanning two continents, Bitfarms Ltd. ('BITF' on Nasdaq and TSX) operates 12 Bitcoin mining farms using primarily clean, sustainable hydro-electricity drawing on the talents of a diverse team from a wide range of backgrounds and experiences. Our culture of innovation and growth helps Bitfarms maintain its leadership in the tech space.

With two new sites in development and the opportunity for more, our company values forward-minded thinkers who are willing to bring new ideas to the table, while drawing from what's been tried and true. We are proud to have been recognized by our employees as a Great Place to Work!

We're passionate about innovation, sustainability, and cryptocurrency and are looking for amazing people to join our team.

Bitfarms continues to seek operational and financial improvements through decentralization and diversification, and using ethical, sustainable, and innovative initiatives to unlock value and generate superior returns for our shareholders and a rewarding workplace for our employees.

What we offer:

* Competitive salary and bonus opportunities along with career advancement

* Top-tier group insurance plan with employer cost-sharing

* Employee referral program

* Employee Assistance Program (EAP)

* Stimulating work environment in an innovative data center with air-conditioned break rooms

* Free Parking

* An inclusive, safe, and diverse work environment

Interested? This is a great opportunity to work for a young and dynamic company!

We are currently looking for a Customer Success Manager to join our team

What you can expect in this role:

We are looking for a proactive Customer Success Manager to join our team in a newly created position. As we expand to host datacenters for clients, this role will be essential in overseeing the post-sales experience and ensuring seamless service delivery. The Customer Success Manager will work closely with clients to ensure satisfaction, address any operational needs, and maintain strong, long-term client relationships.

Reporting to our SVP of Mining Operations, the Customer Success Manager will play a pivotal role in managing the client journey after the sale, ensuring operational efficiency and client success.

More specifically, here are some of the key responsibilities:

* Led the client onboarding process post-sale, ensuring a smooth transition and clear communication of operational details.

* Serve as the primary point of contact for clients, managing day-to-day interactions and fostering positive client relationships.

* Collaborate with technical teams to promptly address and resolve any client issues or operational challenges related to data center hosting.

* Oversee key metrics and performance indicators for client operations to ensure alignment with client expectations and service level agreements.

* Identify and implement process enhancements to improve the customer experience and ensure consistent delivery of high-quality service.

* Collect client feedback, provide regular updates to internal stakeholders, and recommend improvements to service delivery and customer success strategies.

Here's the profile we're looking for:

* At least 5 years of experience in a customer success, account management, or client relations role, preferably in technology or data center environments.

* Strong understanding of data center operations and technical solutions.

* Excellent communication skills, with an ability to build trust and maintain long-term client relationships.

* Problem-solving mindset with experience in issue resolution and conflict management.

* Ability to work independently in a remote setting and maintain proactive communication with the team.

* Proven experience in managing the post-sales journey, ensuring client satisfaction and operational alignment.

Nice to Have:

* Project Management Certification (e.g., PMP, Scrum): Adds value by helping the candidate coordinate complex client needs and manage workflows effectively.

* Familiarity with data analytics tools (e.g., Excel, Tableau) to track and interpret customer metrics, allowing proactive recommendations for process improvement.

* Previous experience managing customer relationships using CRM platforms, which could streamline account management.

* Proficiency in additional languages like Spanish or French can facilitate communication with diverse clients.

A few more relevant details:

* Work Schedule: Remote, 40 h, Monday to Friday

* Position type: Permanent, full-time

We are excited to hear from you, so please apply!

This job doesn't align to your experience? No problem, we're always looking for amazing talent, so please go to the connect button and apply for future openings. We'll be sure to send you an alert when the time comes.