Program Manager (Customer Success)

As a Program Manager (Customer Success) at OpenZeppelin, you own the full lifecycle of strategic ecosystem accounts, from kickoff through delivery, renewal, and expansion. You serve as the primary point of contact and trusted advisor for clients across security services work (audits, reviews, applied research), smart contract library development, web3 tooling, and developer relationship engagements. Your core responsibility is client satisfaction while supporting renewal discussions and ongoing partnership, keeping Security Research, Secure Development, Engineering, Sales, Solutions, and Executive teams aligned on a shared plan throughout delivery.

What you'll do

• Own the full lifecycle of strategic ecosystem accounts, from kickoff through delivery, renewal, and expansion, serving as the primary point of contact and trusted advisor for each client
• 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
• Operate the day-to-day governance framework for each engagement using RASCI matrices, workstream structures, and engagement models, maintaining core program artifacts such as milestone plans, scope/MVP definitions, and RAID logs as the definitive source of truth
• Formulate executive-level status reports for clients and internal leadership
• Coordinate architecture and requirements sessions with client engineering teams and translate outcomes into actionable delivery milestones
• Oversee delivery across audit and engineering teams through 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
• Synchronize delivery timelines and technical specifications with third-party infrastructure providers and partners
• Facilitate stakeholder coordination and dependency mapping across cross-functional teams, resolving operational blockers 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
• Maintain deep, current knowledge of each ecosystem's goals, tech stack, governance, roadmap, and funding landscape to anticipate client needs and surface opportunities proactively
• Partner with Sales, Secure Development, Security Services, and Growth to identify upsell opportunities and build renewal narratives tied to value delivered
• Contribute directly to the business unit's recurring revenue and subscription targets
• Review codebases at a high level for estimation purposes and hold meaningful technical conversations with client engineering teams
• Translate between the client's technical context and OpenZeppelin's delivery teams
• Monitor team performance against key delivery metrics including resource utilization, allocation, and on-time delivery
• Use internal tooling such as GitHub, Notion, Slack, HubSpot, and internal automation systems to streamline workflows and reduce operational overhead
• Deliver exceptional client care across all account touchpoints, setting the standard for service excellence

What you bring

• 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, without necessarily writing Solidity
• Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and the dynamics of open-source business models, with genuine passion for the space
• Solidity or Rust reading proficiency, or hands-on cybersecurity experience
• Exceptional relationship-building skills and the ability to build trust with clients
• Strong commercial instincts, including 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 with excellent written and verbal communication skills, comfortable presenting to CTOs and CFOs 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 such as Contracts, Open-Source Tools, Audits, and 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

What we offer

• Fully remote work
• Flexible time off
• 8 weeks of paid leave for primary caregivers, 4 weeks for secondary caregivers, and a one-time $3,600 baby bonus
• Up to $500 in equipment support to build your ideal home office
• Medical insurance
• Learning and development opportunities
• Monthly stipend for a preferred co-working space
• Company gatherings around the world

About OpenZeppelin

OpenZeppelin is the security standard onchain finance is built on. Founded in 2015, the company combines AI-native security tooling with deep research and a decade of audit expertise. OpenZeppelin's open-source Contract Libraries have facilitated over $35 trillion in onchain value and are used by 10 of the top 10 tokenized money market funds and 9 of the top 10 stablecoins by market cap. The company supports leading institutions and crypto-native teams including DTCC, Fidelity, Coinbase, Uniswap, Aave, and the Ethereum Foundation across the full secure development lifecycle.