Program Manager (Customer Success) - OpenZeppelin

About OpenZeppelin

OpenZeppelin is the security standard onchain finance is built on. Founded in 2015, our mission is to accelerate the world's transition to an open financial system, built on open standards and secured by rigorous research.

Our 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.

We combine AI-native security tooling with deep research and a decade of audit expertise to support leading institutions and crypto-native teams shaping the next generation of digital assets like DTCC, Fidelity, Coinbase, Uniswap, Aave, the Ethereum Foundation, and many more across the full secure development lifecycle.

The Customer Success Team

The Customer Success Team owns full project lifecycles and client deliveries end-to-end; keeping Security Research, Secure Development, Engineering, Sales, Solutions, Executive team, and clients aligned on a shared plan throughout the entire delivery. The core responsibility of the Customer Success team is client satisfaction as well as supporting renewal discussions and ongoing partnerships. The type of deliveries spans security services work (audits, reviews, applied research), smart contract library development, Web3 tooling, as well as marketing and developer relationship engagements.

What You'll Be Doing

• Own the Engagement: Own the full lifecycle of strategic ecosystem accounts, from kickoff through delivery, renewal, and expansion. Serve as the primary point of contact and trusted advisor for each client.
• Drive Delivery: 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.
• Administer Program Governance: Operate the day-to-day governance framework for each engagement (RASCI matrices, workstream structures, engagement models) and keep working cadences and reporting metrics current. Maintain core program artifacts (milestone plans, scope/MVP definitions, RAID logs) and formulate executive-level status reports.
• Orchestrate Technical Delivery: Coordinate architecture and requirements sessions with client engineering teams and translate outcomes into actionable delivery milestones. Oversee delivery across audit and engineering teams (backlogs, sprints, stage gates) to ensure high-quality, on-time releases.
• Coordinate Third-Party Infrastructure: Synchronize delivery timelines and technical specifications with third-party infrastructure providers and partners.
• Facilitate Dependency Mapping & Risk Management: Facilitate stakeholder coordination across cross-functional teams, resolving operational blockers and maintaining the program's risk and compliance register.
• Build Account Intelligence: Maintain deep knowledge of each ecosystem's goals, tech stack, governance, roadmap, and funding landscape. Anticipate client needs and surface opportunities.
• Grow the Account: Partner with Sales, Secure Development, Security Services, and Growth to identify upsell opportunities and build compelling renewal narratives tied to value delivered.
• Engage Technically: Review codebases at a high level for estimation purposes, hold technical conversations with client engineering teams, and translate between client technical contexts and delivery teams.
• Operate with Rigor: Monitor team performance against key delivery metrics (resource utilization, allocation, on-time delivery) using internal tooling (GitHub, Notion, Slack, HubSpot).
• Deliver Unreasonable Hospitality: Set the standard for exceptional client care across all account touchpoints.

Requirements

• 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, alongside 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.
• Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and open-source business models.
• Solidity or Rust reading proficiency, or hands-on cybersecurity experience.
• Exceptional relationship-building skills and strong commercial instincts (renewal cycles, change orders, expansion narratives).
• Ability to manage multiple complex engagements concurrently across global time zones.
• Advanced English communication skills (written and verbal).
• Advanced knowledge of project management 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 (Contracts, Open-Source Tools, Audits, 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 environment.
• PMO or people management experience.

Interview Process

1. Recruiter Call (30 mins)
2. Hiring Manager Call (30 mins)
3. Team Interview (30 mins)
4. Paid Work Test (Up to 20 hours of paid work)
5. Reference Checks

Benefits & Perks

• Fully remote, async-first global work culture
• Worldwide team gatherings and offsites
• Flexible time off
• Parental leave: 8 weeks for primary caregivers, 4 weeks for secondary caregivers, plus a $3,600 baby bonus
• Home office equipment setup budget up to $500
• Comprehensive medical insurance
• Continuous learning and professional development support
• Monthly co-working space stipend