Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as the main point of contact and cultivate enduring relationships with customers.

• Serve as a customer advocate within Merkle Science, collaborating closely with the product team to represent customer needs and pinpoint new opportunities.

• Establish trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.

• Ensure the timely and successful delivery of solutions that align with customer requirements and goals.

• Communicate the status of monthly/quarterly initiatives to both internal and external stakeholders.

• Forecast and monitor key account metrics.

• Take ownership of fulfilling new and diverse requests.

• Maintain high levels of client satisfaction and provide outstanding daily client service.

• Analyze and monitor customer product usage.

• Collaborate with the Sales team to onboard and integrate new clients while fostering existing client relationships.

• Promote upselling within the current customer base.

⛳️ Requirements

• Proficient in English.

• A minimum of 3 years of relevant account management experience.

• Prior experience in compliance, web3, or blockchain.

• At least 1 experience with an early-stage startup.

• Demonstrated ability to successfully upsell.

• Exceptional relationship-building and people management skills.

• Creative problem solver, results-oriented, and self-driven.

• Resilient personality with the capacity to perform well under pressure.

• High emotional intelligence.

• Well-organized, capable of prioritizing workload and managing time effectively.

• Ability to swiftly and positively adapt to changing requirements and unexpected challenges.

🏝️ Benefits

• Comprehensive health insurance.

• Flexible vacation policy.

• Opportunities for learning and development.

• Work hours designed to promote a healthy work/life balance.

• Team-building activities.

• Support and discussions around mental health.

• Competitive compensation package.

• Generous equity options.

• Opportunities for career advancement.