Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Taking ownership of the post-sales customer experience, which includes onboarding, adoption, renewal, and upsell.

• Establishing, developing, and nurturing long-term relationships with stakeholders in assigned accounts while proactively identifying and reporting on essential customer health metrics.

• Providing expertise, education, and guidance to customers as they implement their Travel Rule Compliance program.

• Driving customer upsells by identifying, qualifying, and presenting upgrade opportunities to the customer.

• Proactively tracking and managing customer health metrics, such as usage, engagement, and risk indicators.

• Enhancing customer health by pinpointing adoption gaps and executing clear action plans.

• Contributing to strategic decision-making by sharing insights and feedback on trends, including competitor analysis, customer needs, sales, product, and marketing information, while serving as the customer’s voice internally.

• Maintaining accurate customer records and notes within our CRM/CS tools (e.g., HubSpot, ChurnZero).

⛳️ Requirements

• 3-5 years of experience in Customer Success or Account Management within the Cryptocurrency / FinTech / RegTech SaaS industry, or a similarly complex technical environment, with a proven track record of managing your own book of business.

• Experience overseeing the complete customer lifecycle, including onboarding, adoption, retention, and upselling.

• Proven ability to manage a diverse range of clients, from SMBs to Enterprise.

• Experience in developing Customer Success processes and resources.

• Familiarity with compliance-driven or regulated environments.

• High emotional intelligence, coupled with a strong motivation for learning and problem-solving.

• Confidence in building and managing relationships with stakeholders at various levels, with the ability to effectively communicate with a diverse range of individuals.

• A self-starter who thrives on working independently with an entrepreneurial spirit.

• A proactive attitude with a willingness to engage directly and get involved in various tasks.

🏝️ Benefits

• There may be expectations to participate in On Call duty outside of office hours.