Customer Success Specialist

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

📋 Description

• Take ownership of the complete customer relationship post-sale, overseeing onboarding, renewal, and expansion processes.

• Perform regular business reviews (QBRs) and check-ins to assess client health, usage, and satisfaction levels.

• Act as the customer's advocate internally, working alongside Product, Sales, and Support teams to address issues and facilitate enhancements.

• Provide customized training sessions and product demonstrations tailored to clients of varying technical expertise.

• Recognize upsell and cross-sell opportunities within the portfolio and collaborate with Sales Executives to realize them.

• Track client engagement metrics and proactively tackle any indicators of potential churn risks.

• Aid clients in grasping blockchain analytics concepts, compliance workflows, and best practices for platform usage.

• Support clients in European markets, utilizing cultural and regional insights to cultivate trustworthy relationships.

• Keep precise records of client interactions, health scores, and account plans within HubSpot CRM.

⛳️ Requirements

• Proficiency in the English language is crucial; fluency in additional languages is a significant advantage.

• A minimum of 3 years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology sectors.

• A strong grasp of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC).

• Exceptional communication and presentation skills, with the ability to explain complex technical concepts in a clear manner.

• A proactive, organized, and data-driven approach to managing an account portfolio.

• Ability to thrive in a remote-first, fast-paced work environment.

• Experience working with or for crypto exchanges, financial regulators, or banks is a plus.

• Familiarity with regional regulatory frameworks is advantageous.

• Experience with HubSpot CRM is a desirable asset.

🏝️ Benefits

• Fully remote work arrangement.

• Remote-first work environment.