Customer Success Manager

What you’ll do

• Onboard new customers, ensuring we deliver long term success and become a partner to them, delivering on their objectives
• Be our customer’s champion and collaborate cross-functionally to deliver a great customer experience
• Develop and maintain high quality Success plans to achieve adoption, retention, advocacy and identify upsell targets within your accounts
• Partner with the Account Executives on the enterprise accounts, to identify and deliver value growth on the accounts.
• Lead the end-to-end sales process for upsell opportunities in your non-enterprise accounts including pitches, demos & contract negotiation
• Drive a high NDR and GDR on your book of business.
• Share feedback from the field that contributes to our product roadmap

You will be a great fit here if you

• Have experience in Account Management and can successfully deliver an upsell target across target accounts, particularly in Financial Services
• Have worked across a broad customer base in the APAC region
• Are flexible, adaptable and comfortable with changing priorities
• Strong sense of curiosity and desire to deliver great customer experience
• Excellent communicator with strong interpersonal skills
• Use your analytical skills to analyse customer usage and engagement data to identify trends and opportunities for additional services
• Have managed difficult client relationships, such as churn or downsell conversations, and obtain the best outcome for both the company and our customers.
• Experienced in evaluating customer needs and preferences and being able to showcase real proof of value to our customers as they grow and expand with us.
• Have a collaborative mindset
• Address problems immediately and can work across functions to solve problems
• Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team

Our ideal candidate has

• 3-5 years Customer Success or Account Management experience selling & supporting SaaS solutions
• Experience working with customers distributed across many internal teams
• Strong relationship building skills, with track record of building advocacy, retention and generating net new business
• Demonstrated track record of success and quota over achievement
• Able to work in a matrix organisation, and the ability to share the spotlight
• A strong work ethic and an entrepreneur’s mindset. You’re comfortable creating value in a low structure environment while being agile and resilient
• Interest and curiosity about digital assets and the crypto economy

Bonus Points for

• Knowledge or experience in AML, particularly for crypto
• Experience working in the blockchain / Web3 industry
• Additional language skills: French
• Keen interest in public speaking and being present in events across the region