Customer Success Manager

Responsibilities

• Provide onboarding, account management and support for customers post sale, throughout the implementation and staking lifecycle
• Manage all all inbound customer requests from your book of customers
• Identify, track and resolve customer pain points and queries and build scalable solutions to solve for these
• Drive customer satisfaction practices to increase retention and drive upsell opportunities
• Advocate for customer needs within the organization, working closely with product development sales and support teams
• Provide expert guidance to clients on the best utilization of our solutions to meet their specific needs
• Identify opportunities for account expansion and collaborate with the sales team to drive upsell initiatives
• Keep customers informed about product updates, new features, and industry best practices
• Support local APAC Lead with operational workflows, including partner engagement, client relationship management, creating presentation materials, assisting in marketing & events coordination and other administrative activities

Qualifications

• Minimum of 3-5 years of relevant experience in a customer success management role, or a customer success position within the blockchain industry
• Experience in working with senior stakeholders at organizations
• Excellent cross functional communication and interpersonal skills
• Strong problem solving and analytical skills
• Deep familiarity with cryptocurrency products, blockchain technology and ideally protocol staking
• Fluency in English and Japanese required
• Experience in managing customer information and communication in Salesforce, JIRA and Intercom