Company - Apex Defi Labs Inc.
Employment Type
Full-time (Senior Individual Contributor / Player-Coach), Remote/Hybrid (US + India coordination)
Compensation
Accrued-based Salary + Performance Bonus + Equity
- Salary accrued monthly; payout structure tied to defined milestones/collections/activation events (company policy).
- Bonus tied to onboarding success, retention, renewals/upsells, NPS/CSAT, SLA performance.
- Equity as per role level and performance/vesting schedule.
Role Summary
Apex Defi Labs is looking for a senior leader who can own the post-sale relationship end-to-end—from onboarding to steady-state account management—while coordinating across customers/partners, sales (onsite + offshore), and backend technical delivery. This person must be comfortable handling escalations, setting expectations, building process, and ensuring customers feel supported, informed, and successful.
Key Responsibilities
Customer/Partner Onboarding & Activation
- Own onboarding for new customers/partners across Apex platforms (Tokenization US, Healthcare India, Partner programs US/India).
- Create onboarding plans, timelines, checklists, and success criteria.
- Drive integrations, compliance/KYC/KYB readiness (as applicable), user setup, training, and go-live.
Account Management & Escalation Ownership
- Serve as the primary point of contact for strategic accounts and partner organizations.
- Handle customer challenges calmly and decisively; manage escalations and post-mortems.
- Maintain account health dashboards: risks, adoption, open issues, next steps, renewals.
Cross-Functional Delivery Leadership
- Translate customer needs into clear technical requirements and coordinate with backend/engineering/product.
- Run weekly/bi-weekly client status calls and internal delivery standups.
- Ensure strong documentation: SOW alignment, change requests, release notes, issue tracking.
Pre-Sales & Sales Support
- Join pre-sales calls to validate scope, align expectations, and reduce delivery risk.
- Support sales with solution positioning, timelines, onboarding commitments, and FAQs.
- Coordinate with onsite and offshore sales teams for follow-ups, enablement, and account expansion.
Process & Playbooks
- Build repeatable playbooks: onboarding, partner launch, escalation path, QBR templates, SOPs.
- Define SLAs, internal RACI, handoffs (Sales → Delivery → Success), and communication standards.
Success Metrics (KPIs)
- Time-to-onboard / time-to-go-live
- Activation rate and adoption (users onboarded, workflows used)
- Renewal rate / churn rate; expansion revenue influenced
- CSAT/NPS and support SLA adherence
- Escalation resolution time; number of reopened issues
- Forecast accuracy on delivery timelines and risks
Required Qualifications
- 7–12+ years experience in Customer Success / Delivery / Account Management / Program Management in B2B tech (FinTech/RegTech/HealthTech preferred).
- Proven ability to manage enterprise / high-touch accounts and handle escalations.
- Strong execution: requirements, timelines, risk management, stakeholder management.
- Experience coordinating globally distributed teams (US + India).
- Excellent written + verbal communication; can create structured updates and documentation.
Preferred Qualifications
- Exposure to any of: capital markets, tokenized securities, compliance onboarding, KYC/KYB, fintech platforms, healthcare data workflows.
- Experience with tools like Jira/ClickUp, HubSpot/Salesforce, Zendesk/Freshdesk, Notion/Confluence.
- Comfortable in ambiguous “startup speed” environments; builds process without slowing execution.
Core Competencies (must-have traits)
- “Takes the heat” mindset: calm under pressure, never defensive, solution-first.
- Executive presence with customers; can say “no” with clarity and diplomacy.
- Strong internal leadership: drives accountability across teams.