Program Manager (Customer Success)

About usOpenZeppelin is the security standard onchain finance is built on. About us 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. Please note: Always refer to OpenZeppelin 's official job page for the most accurate information about our open roles, as we have seen multiple third party job sites posting inaccurate information. 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. 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. 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, and engagement models — and keep the program's working cadence and reporting metrics current. Maintain core program artifacts (milestone plans, scope/MVP definitions, RAID logs) as the definitive source of truth, and formulate executive-level status reports for client and internal leadership. 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, 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. Coordinate Third-Party Infrastructure: Synchronize delivery timelines and technical specifications with third-party infrastructure providers and partners, supporting senior leadership in commercial and contractual decision-making where needed. Facilitate Dependency Mapping & Risk Management: Facilitate stakeholder coordination and dependency mapping across cross-functional teams, resolving operational blockers at the working level 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. Build Account Intelligence: Maintain deep, current knowledge of each ecosystem's goals, tech stack, governance, roadmap, and funding landscape. Anticipate client needs and surface opportunities before they are asked for. Grow the Account: Partner with Sales, Secure Development, Security Services, and Growth t