Customer Success & Lifecycle Operations Manager

Legacy

Remote Full-Time 2026-04-02

About Legacy

Legacy is an easy-to-use, non-custodial Web3 wallet designed to protect digital assets through beneficiary protection and seamless DeFi access. Users can swap across chains, earn yield in one click, and safeguard wealth for the next generation. Legacy is built by the team behind Decentralized Masters, a profitable education and investment ecosystem with 4,000+ high-net-worth investors. We are expanding our portfolio of software products inside the Decentralized Masters ecosystem, including the Legacy Wallet, an automated crypto Trading Bot, and future fintech and investor infrastructure tools.

About the Position

Introduction

Legacy, a leading Web3 wallet provider focused on digital asset protection and seamless DeFi access, is seeking a Customer Success & Lifecycle Operations Manager. This pivotal role is central to our mission of transforming new users into long-term, high-value subscribers across our growing portfolio of software products. This is a unique opportunity to build and scale retention systems from the ground up within a lean, AI-forward software team.

Responsibilities

As the Customer Success & Lifecycle Operations Manager, you will own the entire post-acquisition customer journey across Legacy Wallet, our Trading Bot, and future ecosystem products. Your primary mission will be to reduce churn, increase activation, grow Customer Lifetime Value (LTV), and build scalable retention systems.

1. Full Multi-Product Customer Lifecycle Ownership

Design and implement product-specific onboarding journeys (Onboarding → Activation → Engagement → Retention → Upsell → Reactivation).
Conduct onboarding and offboarding calls for high-value subscribers.
Develop and automate lifecycle email sequences and communication flows for each product.
Segment users across product lines for targeted engagement.
Create and execute proactive churn-reduction frameworks.
Personalize customer journeys based on behavior and usage data.

2. SaaS Analytics & Revenue Optimization

Track and optimize key SaaS metrics: Monthly Recurring Revenue (MRR), churn (logo & revenue), cohort analysis, LTV, activation rates, retention curves, and expansion revenue.
Build and maintain dashboards across various platforms (PostHog, HubSpot, Whop, etc.).
Reconcile data across disparate platforms to ensure accuracy.
Generate product-level and portfolio-level reporting.
Develop and maintain a Customer Health Index (CHI) for each product.
Identify churn risks early and develop interventional playbooks.
Provide weekly revenue and retention insights to the founders.

3. AI-Driven Lifecycle & Operations

Actively leverage AI tools to automate lifecycle workflows and enhance operational efficiency.
Implement AI-assisted onboarding flows.
Automate support triage and response routing.
Utilize AI for predictive churn insights.
Continuously experiment with new AI tools and methodologies.

4. Scalable Systems & Process Building

Construct the entire Customer Success and Lifecycle infrastructure across all products.
Develop Customer Success playbooks tailored to each product.
Design tiered engagement models (e.g., C → B → A users).
Establish Customer Health Index frameworks and escalation pathways.
Implement community engagement systems and cross-product upsell triggers.
Facilitate feedback loops into Product & Engineering teams.
Collaborate with engineering to ensure dashboard accuracy and data integrity.

5. Strategic Support Oversight

Oversee inbound support systems across the product portfolio.
Ensure consistent tone, clarity, and trustworthiness in all communications.
Handle complex or high-value customer escalations.
Drive increased automation for self-serve support solutions.
Build scalable documentation and knowledge base systems to reduce manual support while improving customer satisfaction.

Requirements

Experience: 2–6 years in SaaS Customer Success, Lifecycle Management, Growth, or Revenue Operations.
Subscription Economics: Strong understanding of subscription business models and economics.
Multi-Product Environment: Experience working across multiple product lines is preferred.
Impact: Proven ability to reduce churn and increase customer LTV.
Analytical Skills: Highly analytical with comfort working with raw data, building dashboards, and interpreting cohort analysis.
AI Proficiency: Actively uses AI to enhance work output and efficiency (AI-native).
System Building: Comfortable building systems and processes from scratch.
Communication: Excellent written communication skills.

Nice to Have

Fintech, Crypto, or Web3 industry experience.
Experience with HubSpot, PostHog, Whop, Circle.
Experience building Customer Health Index (CHI) models.
Ability to reconcile messy data from disparate tools.
Experience in multi-product SaaS environments.

Benefits

Competitive salary plus performance-based incentives tied directly to retention and LTV improvements.
Direct exposure and collaboration with company founders.
Significant influence in shaping the entire customer success function.
Flexible remote work environment.
High ownership and high-impact role with potential for growth into Head of Lifecycle, CS Operations, or Revenue Operations.

About Company

Legacy is an easy-to-use, non-custodial Web3 wallet designed to protect digital assets through beneficiary protection and seamless DeFi access. Users can effortlessly swap across chains, earn yield with one click, and secure their wealth for future generations. Legacy is developed by the team behind Decentralized Masters, a profitable education and investment ecosystem serving over 4,000 high-net-worth investors with a $50M+ portfolio. We are expanding our portfolio of software products, including the Legacy Wallet, an automated crypto Trading Bot for serious investors, and future fintech and investor infrastructure tools.