Customer Success Specialist

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

📋 Description

• Take ownership of the complete customer relationship following the sale, overseeing onboarding, renewals, and expansions.

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

• Act as the customer's voice within the organization, working collaboratively with Product, Sales, and Support teams to resolve issues and enhance services.

• Provide customized training sessions and product demonstrations for clients with varying degrees of technical expertise.

• Identify opportunities for upselling and cross-selling within your portfolio and collaborate with Sales Executives to realize these opportunities.

• Track client engagement metrics and proactively address any signs of potential churn.

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

• Support clients in the European markets, utilizing cultural and regional knowledge to cultivate trusted relationships.

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

⛳️ 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 position within the fintech, SaaS, or compliance technology sectors.

• A solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC) is required.

• Exceptional communication and presentation skills, with the ability to clearly explain complex technical concepts.

• A proactive, organized, and data-driven approach to managing a portfolio of accounts is essential.

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

• Nice to have: Experience working with or for cryptocurrency exchanges, financial regulators, or banks.

• Nice to have: Familiarity with regional regulatory frameworks.

• Nice to have: Experience using HubSpot CRM.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Flexible work hours and the option for remote work.

• Opportunities for professional development and career advancement.

• Inclusive company culture that values diversity and collaboration.

• Health and wellness benefits, including medical, dental, and vision coverage.