Program Manager (Customer Success)

The Customer Success Team

The Customer Success Team owns full project lifecycles and client deliveries end-to-end; keeping Security Research, Secure Development, Engineering, Sales, Solutions, Executive team and clients aligned on a shared plan throughout the entire delivery. Core responsibility of the Customer Success team is client satisfaction as well as supporting any renewal discussions and ongoing partnership. The type of deliveries span across the security services work (audits, reviews, applied research), smart contract library development, web3 tooling as well as marketing and developer relationship engagements.

What you'll be doing

• Own the Engagement: Own the full lifecycle of strategic ecosystem accounts, from kickoff through delivery, renewal, and expansion. Serve as the primary point of contact and trusted advisor for each client.
• Drive Delivery: Lead client kickoffs, manage scope through a structured change-order process, oversee end-to-end audit delivery, coordinate quality review and publishing, and proactively escalate risks to internal leadership.
• Administer Program Governance: Operate the day-to-day governance framework for each engagement — RASCI matrices, workstream structures, and engagement models — and keep the program's working cadence and reporting metrics current. Maintain core program artifacts (milestone plans, scope/MVP definitions, RAID logs) as the definitive source of truth, and formulate executive-level status reports for client and internal leadership.
• Orchestrate Technical Delivery: Coordinate architecture and requirements sessions with client engineering teams and translate outcomes into actionable delivery milestones. Oversee delivery across audit and engineering teams — backlogs, sprints, and stage gates — to ensure high-quality, on-time releases, and provide formal go/no-go recommendations at key milestones. Manage technical dependencies including repository access, audit cycles, and vendor onboarding, collaborating with legal on contractual or SOW-related blockers.
• Coordinate Third-Party Infrastructure: Synchronize delivery timelines and technical specifications with third-party infrastructure providers and partners, supporting senior leadership in commercial and contractual decision-making where needed.
• Facilitate Dependency Mapping & Risk Management: Facilitate stakeholder coordination and dependency mapping across cross-functional teams, resolving operational blockers at the working level and escalating critical decisions to senior stakeholders. Maintain the program's risk and compliance register and drive a regular cadence for regulatory-readiness governance and mitigation.
• Build Account Intelligence: Maintain deep, current knowledge of each ecosystem's goals, tech stack, governance, roadmap, and funding landscape. Anticipate client needs and surface opportunities before they are asked for.
• Grow the Account: Partner with Sales, Secure Development, Security Services, and Growth to identify upsell opportunities, build compelling renewal narratives tied to value delivered, and contribute directly to the business unit's recurring revenue and subscription targets. Coordinate on target-state and go-to-market use cases, monitoring GTM execution and flagging slippage to program leadership.
• Engage Technically: Review codebases at a high level for estimation purposes, hold meaningful technical conversations with client engineering teams, and translate between the client's technical context and OpenZeppelin's delivery teams.
• Operate with Rigor: Monitor team performance against key delivery metrics including resource utilization, allocation, and on-time delivery. Use our internal tooling (GitHub, Notion, Slack, HubSpot, and our internal automation system) to streamline workflows and reduce operational overhead.
• Deliver Unreasonable Hospitality: Every interaction should exceed expectations. You set the standard for exceptional client care across all account touchpoints, and the judgment calls that AI tooling cannot replicate are yours to make.

You have

• 5+ years of experience in Technical Program Management, Technical Account Management, Customer Success, Engagement Management, Solutions Architecture, or a closely related customer-facing technical role.
• Proven track record managing complex, multi-stakeholder technical delivery on time and within scope, and managing a book of business with renewal and expansion responsibility.
• Technical background sufficient to review code at a high level for estimation and to hold credible conversations about smart contract architecture. You do not need to write Solidity, but you should not be lost in a code review.
• Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and the dynamics of open-source business models. Genuine passion for the space.
• Solidity or Rust reading proficiency, or hands-on cybersecurity experience.
• Exceptional relationship-building skills. Clients call you first because they want to, not because they have to.
• Strong commercial instincts: experience managing renewal cycles, negotiating change orders, and building account expansion narratives.
• Superb organization and the ability to manage multiple complex engagements concurrently across many stakeholders and time zones.
• Advanced English; excellent written and verbal communication. Comfortable presenting to a CTO and a CFO in the same meeting.
• Advanced knowledge of project management and collaboration tools including GitHub, Notion, Linear, Slack, and HubSpot.
• Comfort working in a fully remote, async-first, globally distributed environment.

Nice to have

• Prior experience working directly with protocol teams, L2 ecosystems, or blockchain foundations.
• Familiarity with OpenZeppelin's product suite (Contracts, Open-Source Tools, Audits, AI Auditor).
• Project management certification (PMP, Scrum Master, or equivalent).
• Background in solutions consulting, technical pre-sales, or professional services delivery.
• Experience in a high-growth startup building processes from scratch.
• PMO or people management experience.

Logistics:

Our interview process takes place on Zoom and tends to consist of the following stages:

• Recruiter Call (30 minutes)
• Hiring Manager Call (30 minutes)
• Team Interview (30 minutes)
• Paid work test (up to 20 hours of paid work)
• Reference checks