Program Manager (Customer Success)
OpenZeppelin · United States · 2 days ago
RemoteRemoteInformation Technology$35/hrFull-time
We need to output HTML fragment with sections: About the role? Actually the posting includes "About Us" and "The Customer Success Team" and "What You'll Be Doing" etc. We need to use for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. We need to include sections only when posting has real specific content. We need to preserve all substantive info, remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions.
We need to parse the posting.
Let's extract sections:
- About Us: description of company. Could be "About the role"? Actually "About Us" is about company, not role. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content to those headings. Probably "About the role" corresponds to description of role (What You'll Be Doing). "Responsibilities" could be bullet list of duties. "Requirements" maybe qualifications. "Qualifications" maybe required experience. "Skills" maybe technical skills. "Benefits" we have benefits list. "Pay" and "Schedule" not present, so we should not include those sections.
We must not create sections with placeholder text. So we include only sections with actual content.
We need to use
for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We must not repeat job title as heading. We need to include sections only when posting has real specific content. We need to preserve all substantive info, remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines, application instructions.
We need to parse the posting.
Let's extract sections:
- About Us: description of company. Could be "About the role"? Actually "About Us" is about company, not role. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content to those headings. Probably "About the role" corresponds to description of role (What You'll Be Doing). "Responsibilities" could be bullet list of duties. "Requirements" maybe qualifications. "Qualifications" maybe required experience. "Skills" maybe technical skills. "Benefits" we have benefits list. "Pay" and "Schedule" not present, so we should not include those sections.
We must not create sections with placeholder text. So we include only sections with actual content.
We need to use - for any list of duties/requirements/benefits, and
for prose.
We need to preserve all substantive information, not invent or summarize away detail. So we need to keep details but format as HTML.
We need to remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions.
Thus we need to strip:
- "Please note: Always refer to OpenZeppelin's official job page..." (that's a note, maybe not boilerplate but could be considered instruction? It's about job page accuracy; maybe keep? It's not about role. Might be considered boilerplate? It's a note to users; could be removed as it's not substantive about role. Safer to remove.
- "The Customer Success Team" paragraph describing team. That's substantive about role context; keep.
- "What You'll Be Doing" with bullet points (actually paragraphs). Those are responsibilities.
- "You have 5+ years of experience..." that's qualifications/requirements.
- "Nice to have" list.
- "Logistics: Our interview process..." that's application instructions; remove.
- Benefits section: list of benefits.
- Equal opportunity employer etc: remove.
- Use of AI as part of recruiting process: maybe remove as it's recruiting process boilerplate.
Thus we keep:
- About Us (company description) maybe as "About the role"? Actually "About Us" is company overview; could be placed under "About the role"? But heading "About the role" expects description of role. However we could treat "About Us" as "About the role"? Not ideal. Perhaps we can create a section "About the company" but not allowed headings. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't forbid other headings? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The e.g. suggests those are examples, but we should likely stick to those. However we could include an "About the company" heading if we want, but it's not in the list; maybe better to incorporate company description into "About the role" as a brief intro. But we must preserve all substantive information; we can include it as a paragraph under "About the role". That would be okay.
Thus structure:
About the role
[company overview + team description maybe]
Then responsibilities: Responsibilities
with - each duty.
Then qualifications: maybe split into Requirements and Qualifications and Skills. We have:
- "You have 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." => requirement.
- "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." => requirement.
- "Technical background sufficient to review code at a high level for estimation and to hold credible conversations about smart contract architecture." => requirement.
- "You do not need to write Solidity, but you should not be lost in a code review." => requirement/skill.
- "Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and the dynamics of open-source business models." => requirement.
- "Genuine passion for the space." => maybe skill/attribute.
- "Solidity or Rust reading proficiency, or hands-on cybersecurity experience." => requirement.
- "Exceptional relationship-building skills." => skill.
- "Clients call you first because they want to, not because they have to." => maybe attribute.
- "Strong commercial instincts: experience managing renewal cycles, negotiating change orders, and building account expansion narratives." => skill.
- "Superb organization and the ability to manage multiple complex engagements concurrently across many stakeholders and time zones." => skill.
- "Advanced English; excellent written and verbal communication." => skill.
- "Comfortable presenting to a CTO and a CFO in the same meeting." => skill.
- "Advanced knowledge of project management and collaboration tools including GitHub, Notion, Linear, Slack, and HubSpot." => skill.
- "Comfort working in a fully remote, async-first, globally distributed environment." => skill/requirement.
Then "Nice to have" list: we could put under Skills or Qualifications as optional. Could create a
Skills
and include both required and nice-to-have? But we need to separate maybe Requirements vs Qualifications vs Skills. The instruction allows those headings; we can use them as we see fit.
We could do:
Requirements
- 5+ years experience in Technical Program Management, Technical Account Management, Customer Success, Engagement Management, Solutions Architecture, or 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.
- Do not need to write Solidity, but should not be lost in a code review.
- Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and dynamics of open-source business models.
- Genuine passion for the space.
- Solidity or Rust reading proficiency, or hands-on cybersecurity experience.
Skills
- Exceptional relationship-building skills.
- Strong commercial instincts: experience managing renewal cycles, negotiating change orders, and building account expansion narratives.
- Superb organization and ability to manage multiple complex engagements concurrently across many stakeholders and time zones.
- Advanced English; excellent written and verbal communication.
- Comfortable presenting to a CTO and a CFO 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.
Then maybe Qualifications
for nice-to-have? Or we could put nice-to-have under Skills as optional. But we have a separate "Nice to have" list: Prior experience working directly with protocol teams, L2 ecosystems, or blockchain foundations. Familiarity with OpenZeppelin's product suite. Project management certification. 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.
We could put those under Qualifications
as preferred qualifications.
Thus:
Qualifications
- 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 building processes from scratch.
- PMO or people management experience.
Benefits: we have a list with emojis. We need to preserve all substantive information. So we can create Benefits
with - each benefit.
Benefits list:
- Meet your teammates at company gatherings around the world 😎
- Enjoy the flexibility of fully remote work 🌎
- Take the time you need with flexible time off 🏝
- Grow your family with 8 weeks of paid leave for primary caregivers, 4 weeks for secondary caregivers, and a one-time $3,600 baby bonus 💙
- Build your ideal home office with up to $500 in equipment support 🪑
- Stay covered with medical insurance 🏥
- Keep growing with learning and development opportunities 🧠
- Get a monthly stipend for your preferred co-working space 💻
We should keep the emojis? They are part of the text; we can keep them.
Now About the role: we need to include company overview and team description. Let's combine:
About Us paragraph: "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."
Then The Customer Success Team paragraph: "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. Core responsibility of the Customer Success team is client satisfaction as well as supporting any renewal discussions and ongoing partnership. The type of deliveries span across the security services work (audits, reviews, applied research), smart contract library development, web3 tooling as well as marketing and developer relationship engagements."
We can put that as prose under About the role.
Now Responsibilities: we need to extract from "What You'll Be Doing" bullet points. The text includes paragraphs each starting with a bold phrase. We need to turn each into a list item.
Let's list them:
- 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, and engagement models — and keep the program's working cadence and reporting metrics current. Maintain
for prose. We need to preserve all substantive information, not invent or summarize away detail. So we need to keep details but format as HTML. We need to remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. Thus we need to strip: - "Please note: Always refer to OpenZeppelin's official job page..." (that's a note, maybe not boilerplate but could be considered instruction? It's about job page accuracy; maybe keep? It's not about role. Might be considered boilerplate? It's a note to users; could be removed as it's not substantive about role. Safer to remove. - "The Customer Success Team" paragraph describing team. That's substantive about role context; keep. - "What You'll Be Doing" with bullet points (actually paragraphs). Those are responsibilities. - "You have 5+ years of experience..." that's qualifications/requirements. - "Nice to have" list. - "Logistics: Our interview process..." that's application instructions; remove. - Benefits section: list of benefits. - Equal opportunity employer etc: remove. - Use of AI as part of recruiting process: maybe remove as it's recruiting process boilerplate. Thus we keep: - About Us (company description) maybe as "About the role"? Actually "About Us" is company overview; could be placed under "About the role"? But heading "About the role" expects description of role. However we could treat "About Us" as "About the role"? Not ideal. Perhaps we can create a section "About the company" but not allowed headings. The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It doesn't forbid other headings? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). The e.g. suggests those are examples, but we should likely stick to those. However we could include an "About the company" heading if we want, but it's not in the list; maybe better to incorporate company description into "About the role" as a brief intro. But we must preserve all substantive information; we can include it as a paragraph under "About the role". That would be okay.
Thus structure:
About the role
[company overview + team description maybe]
Then responsibilities:Responsibilities
with- each duty.
Then qualifications: maybe split into Requirements and Qualifications and Skills. We have:
- "You have 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." => requirement.
- "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." => requirement.
- "Technical background sufficient to review code at a high level for estimation and to hold credible conversations about smart contract architecture." => requirement.
- "You do not need to write Solidity, but you should not be lost in a code review." => requirement/skill.
- "Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and the dynamics of open-source business models." => requirement.
- "Genuine passion for the space." => maybe skill/attribute.
- "Solidity or Rust reading proficiency, or hands-on cybersecurity experience." => requirement.
- "Exceptional relationship-building skills." => skill.
- "Clients call you first because they want to, not because they have to." => maybe attribute.
- "Strong commercial instincts: experience managing renewal cycles, negotiating change orders, and building account expansion narratives." => skill.
- "Superb organization and the ability to manage multiple complex engagements concurrently across many stakeholders and time zones." => skill.
- "Advanced English; excellent written and verbal communication." => skill.
- "Comfortable presenting to a CTO and a CFO in the same meeting." => skill.
- "Advanced knowledge of project management and collaboration tools including GitHub, Notion, Linear, Slack, and HubSpot." => skill.
- "Comfort working in a fully remote, async-first, globally distributed environment." => skill/requirement.
Then "Nice to have" list: we could put under Skills or Qualifications as optional. Could create a
Skills
and include both required and nice-to-have? But we need to separate maybe Requirements vs Qualifications vs Skills. The instruction allows those headings; we can use them as we see fit. We could do:Requirements
- 5+ years experience in Technical Program Management, Technical Account Management, Customer Success, Engagement Management, Solutions Architecture, or 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.
- Do not need to write Solidity, but should not be lost in a code review.
- Deep understanding of blockchain ecosystems, L1/L2 infrastructure, and dynamics of open-source business models.
- Genuine passion for the space.
- Solidity or Rust reading proficiency, or hands-on cybersecurity experience.
Skills
- Exceptional relationship-building skills.
- Strong commercial instincts: experience managing renewal cycles, negotiating change orders, and building account expansion narratives.
- Superb organization and ability to manage multiple complex engagements concurrently across many stakeholders and time zones.
- Advanced English; excellent written and verbal communication.
- Comfortable presenting to a CTO and a CFO 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.
Qualifications
for nice-to-have? Or we could put nice-to-have under Skills as optional. But we have a separate "Nice to have" list: Prior experience working directly with protocol teams, L2 ecosystems, or blockchain foundations. Familiarity with OpenZeppelin's product suite. Project management certification. 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. We could put those underQualifications
as preferred qualifications. Thus:Qualifications
- 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 building processes from scratch.
- PMO or people management experience.
Benefits
with- each benefit. Benefits list: - Meet your teammates at company gatherings around the world 😎 - Enjoy the flexibility of fully remote work 🌎 - Take the time you need with flexible time off 🏝 - Grow your family with 8 weeks of paid leave for primary caregivers, 4 weeks for secondary caregivers, and a one-time $3,600 baby bonus 💙 - Build your ideal home office with up to $500 in equipment support 🪑 - Stay covered with medical insurance 🏥 - Keep growing with learning and development opportunities 🧠 - Get a monthly stipend for your preferred co-working space 💻 We should keep the emojis? They are part of the text; we can keep them. Now About the role: we need to include company overview and team description. Let's combine: About Us paragraph: "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." Then The Customer Success Team paragraph: "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. Core responsibility of the Customer Success team is client satisfaction as well as supporting any renewal discussions and ongoing partnership. The type of deliveries span across the security services work (audits, reviews, applied research), smart contract library development, web3 tooling as well as marketing and developer relationship engagements." We can put that as prose under About the role. Now Responsibilities: we need to extract from "What You'll Be Doing" bullet points. The text includes paragraphs each starting with a bold phrase. We need to turn each into a list item. Let's list them: - 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, and engagement models — and keep the program's working cadence and reporting metrics current. Maintain