Customer Success Manager (crypto industry experience required)

Hiring for a large crypto-currency company in Abu Dhabi.

Job Summary

As a Customer Success Manager, in our rapidly growing crypto-currency company, you will be responsible for building and maintaining strong, long-lasting customer relationships. Your focus will be to ensure our customers are successful with our products and services, driving customer satisfaction, retention, and ultimately, revenue growth. You will be the main point of contact between the company and our valued clients, helping them to navigate the dynamic world of cryptocurrency.

Key Responsibilities:

• Develop a deep understanding of our products and the cryptocurrency industry to provide tailored solutions to customer needs.
  
• Manage the onboarding process for new clients, ensuring they have a smooth transition and understand the full capabilities of our product suite.
  
• Foster customer loyalty by providing exceptional service, resolving issues promptly, and anticipating customer needs.
  
• Monitor customer health indicators, adoption rates, and overall engagement.
  
• Drive renewals, up-sales, and expansion opportunities within the existing customer base through proactive communication.
  
• Collaborate with sales, product, and technical teams to ensure a cohesive and integrated client experience.
  
• Educate and train customers on best practices, industry trends, and new product features.
  
• Identify risks proactively and mitigate them, working closely with the client and internal stakeholders.
  
• Collect customer feedback and work with the product development team to help inform future product enhancements.
  
• Develop and maintain a customer success strategy that includes success plans, customer support, and customer success metrics.
  
• Maintain a high level of professionalism and integrity, acting as a brand ambassador for the company.
  

• Bachelor’s degree in Business, Finance, or a related field.
  
• Minimum of 3-5 years of experience in a customer success role, preferably in the Fintech or cryptocurrency industry.
  
• Strong understanding of the cryptocurrency and block chain space including key trends and regulatory considerations.
  
• Exceptional communication and interpersonal skills, with an aptitude for building strong client relationships.
  
• Proven ability to manage multiple clients effectively and prioritize tasks responsibly.
  
• Strong problem-solving capabilities and analytical skills.
  
• Familiarity with CRM software and customer success tools.
  
• Must be adaptable, professional, courteous, motivated with a strong work ethic.
  
• Fluent in English; additional languages are a plus.
  

Desirable Experience:

• Direct experience with cryptocurrency trading platforms, wallets, and associated technologies.
  
• Certifications or continued education in cryptocurrency, blockchain, or related fields.
  
• Experience in SaaS or cloud services within a B2B environment.
  
• A keen interest in the evolution of cryptocurrency markets and technology.