Client Success Lead

About the role

This role involves managing day-to-day relationships with Sherlock's clients, acting as their primary contact throughout various engagements. The focus is on maintaining clear communication, aligning expectations and timelines, and ensuring the overall client experience remains high quality from beginning to end. Success in this position means clients feel informed, supported, and confident in their partnership with Sherlock.

A key aspect of the work is to closely monitor client accounts as projects advance, identifying potential issues early to prevent disruptions. This requires internal coordination to address any concerns promptly and ensure no critical details are overlooked. The aim is to proactively manage challenges and maintain a smooth operational flow for clients.

The Client Success Lead also plays a significant part in client retention by understanding their security needs over time. This includes identifying opportunities for continued collaboration and ensuring Sherlock remains a trusted partner in their ongoing security journey. The ability to foster long-term relationships is crucial for this role.

The salary for this full-time remote position ranges from $130,000 to $225,000 USD.

Skills that matter here

• client success: This role requires a background in client success or account management, focusing on building and maintaining strong client relationships.
• Web3: Familiarity with Web3 is preferred, as Sherlock operates in the Web3 security space and works with related protocols.
• blockchain development: Understanding blockchain development is a preferred qualification, aiding in communication with technical stakeholders.
• security: Knowledge of security concepts is preferred, given Sherlock's focus on securing Web3 systems.
• AI products: Familiarity with AI products is a preferred qualification, indicating a broader technical understanding.
• written communication: Strong written communication skills are essential for maintaining clear and effective client interactions.

Who this role suits

• A person who thrives on direct client interaction and is adept at managing multiple relationships simultaneously.
• Someone highly organized and proactive, capable of anticipating client needs and potential issues.
• An individual with strong judgment who can simplify complex information for both technical and non-technical audiences.
• A professional who takes high ownership of their work and is committed to ensuring client satisfaction and retention.

From the employer

What You’ll Do

• Own day-to-day relationships with active Sherlock clients and serve as their main point of contact across engagements.
• Help keep communication clear, timelines and expectations aligned, and the overall client experience high quality from start to finish.
• Stay close to accounts as work progresses, spot potential issues early, help coordinate internally when something needs attention, and make sure nothing important slips through the cracks.
• Help clients feel informed, supported, and confident in working with Sherlock.
• Play a major role in long-term retention by understanding where each client is in their security journey and identifying opportunities for continued collaboration.

What We’re Looking For

• Experience in client success, account management, partnerships, or another relationship-owning role, ideally in a technical environment.
• Highly organized, proactive, and strong in written communication.
• Comfortable managing important relationships directly and speaking with both technical and non-technical stakeholders.
• Familiarity with Web3, blockchain development, security, or AI products is strongly preferred.
• Good judgment, high ownership, and the ability to keep clients informed and confident without making things noisy or confusing.