Customer Success Manager @ Foundry Digital

Welcome to Foundry, a cryptocurrency pioneer dedicated to advancing decentralized infrastructure. At Foundry, we’re not waiting for a decentralized financial future — we’re building it now. By empowering institutions with the tools they need to mine and stake digital assets, we’re thoughtfully driving the industry forward with our team at the center of it all.

If you thrive on innovation, are inspired by the potential of blockchain technology and are passionate about being part of transformative global changes, then we’d love to connect. At Foundry, your skills will find purpose as you contribute to shaping the architecture of a more equitable and interconnected world through blockchain technology. Come be a vital member of the Foundry team, where your contributions will help empower a decentralized future.

DESCRIPTION: The Site Operations Customer Success Manager is an exciting opportunity for a motivated and passionate individual to join the team at Foundry, a subsidiary of the blockchain industry’s most prolific and active investor, Digital Currency Group. Reporting to the Director of Business Development, the Site Operations Customer Success Manager will provide white glove service and support to our site operation customers.

This is a rare invitation to join a small, highly professional entrepreneurial group, with the backing of the most established player in the fast-growing crypto space.

This position is based at Foundry HQ in Rochester, NY.

PRIMARY RESPONSIBILITIES:

Act as the main point of contact for customer issues, troubleshooting problems and providing solutions in a timely manner
Address and answer often urgent questions and concerns from site operators in a timely manner, ensuring seamless communications and strong operations.
Build and maintain strong relationships with customers by delivering excellent customer support, operational expertise and a deep understanding of their business
Track issues, organize, and maintain client records, relationships, and communications in Foundry’s CRM
Build and maintain day to day client communications and internal communications with internal teams as they relate to client issues
Work with all levels of internal management and staff, as well as outside clients, manufacturers, and vendors as necessary

ABOUT YOU:

Minimum Qualifications; Knowledge, Skills and Abilities:

Bachelor’s Degree, preferably in a technical field, or equivalent experience
Bitcoin mining experience or knowledge of site operations as it relates to Bitcoin mining
Previous experience mining Bitcoin at scale (more than 100 machines)
Customer service or sales experience in a fast-paced environment
A passion for Bitcoin is preferred but not required
Solid technology skills including Office 365, Excel, PowerPoint, and CRM experience (HubSpot preferred, but not required) with the ability to quickly learn new software
Experience in managing multiple accounts
Organized, strategic, detail-oriented with exceptional communication and writing skills
Solution-focused approach to situations
Must be able to shift gears and pivot when necessary to meet the needs to the client.
Ability to work independently on projects from conception to completion, maintain deadlines and be held accountable to your clients

The salary range for this role is $75,000-$115,000. This is the range that we in good faith believe is the range of possible compensation for this role at the time of posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This range only includes base compensation and does not include other tangible benefits such as 401K match, bonuses, overtime pay, and other benefits.

WHAT WE OFFER:

The chance to work in a fast-paced and fun start-up environment with experienced industry leaders
A learning environment where you can dive deep into the latest technologies and make an impact
Competitive base salary, potential bonus and incentive compensation
Unlimited PTO / Flexible time off - work with your manager to take time off when you need it
Professional development budget with flexibility for personal and professional growth
Outstanding health insurance for employee, partner and dependents
Life insurance
Short-term & long-term disability coverage (Not available for India positions)
401K plan with company contribution (Bermuda: Private pension plan with company contribution, Not available for India positions)
Flexible spending programs for medical and dependent care (Not available for Bermuda/India positions)
Paid parental leave

ENVIRONMENT:

Foundry takes pride in an environment which prioritizes our people. We insist that our people first culture builds the framework for all business operations.  

Employees have ample opportunities to voice thoughts, opinions, and ideas through weekly companywide meetings, monthly townhalls, and team outings and events.  

We emphasize the importance of each individual through engagement, teamwork, inclusion, and diversity efforts. 

Foundry is an Equal Opportunity Employer and embraces diversity. We do not tolerate discrimination or harassment based on race, color, religion, marital status, gender (including pregnancy, childbirth or related medical conditions), gender identity, sexual orientation, parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, or any other non-merit-based factors protected under federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

ABOUT FOUNDRY:
At Foundry, we are working toward a common goal of empowering a decentralized infrastructure. Our team is passionate about the future of finance and is looking for other like-minded individuals who share in this vision. While we are inclusive and diverse in workforce and style, we all agree that digital assets will change the world.

Foundry was created to meet the institutional demand for better capital access, efficiency, and transparency in the digital currency mining and staking industry.

As a Digital Currency Group company, Foundry taps unparalleled institutional expertise, capital, and market intelligence to provide North American bitcoin miners and global manufacturers with the resources to build, maintain, and secure decentralized networks.

Disclaimer
The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Compensation Overview

6 month growth

1 year growth

2 year growth

Benefits