Customer Success Manager

3 weeks ago

Jackson, United States Nansen Full time

About the Role:

We are seeking a dynamic and results-driven Growth Customer Success Manager to join our team. In this role, you will be responsible for

Driving the success and retention of our customers while also identifying opportunities for growth and expansion within our customer base.

Managing and nurturing leads generated through various channels, converting them into opportunities, and ultimately closing deals.

The ideal candidate is passionate about customer success, sales, proactive in identifying customer needs, and adept at building and nurturing relationships.

Responsibilities:

Serve as the primary point of contact for a portfolio of customers, building strong relationships and ensuring their ongoing success and satisfaction.

Develop a deep understanding of each customer’s goals, challenges, and needs, and proactively identify opportunities to drive value and growth.

Collaborate closely with the wider GTM team to onboard new customers, drive adoption of our products or services, and expand customer accounts.

Manage and prioritize a pipeline of leads generated through inbound inquiries

Engage with leads through multiple communication channels, including video calls, email, and social media, to qualify their needs and identify potential opportunities.

Conduct thorough needs assessments and discovery calls to understand prospects’ pain points, challenges, and objectives, and effectively articulate how our products or services can address their needs.

Conduct regular check-ins with customers to assess satisfaction, gather feedback, and address any issues or concerns in a timely manner.

Act as a trusted advisor to customers, providing guidance, best practices, and recommendations to help them achieve their goals and maximize the value of our products or services.

Track key account metrics and KPIs, analyze customer data, and generate insights to inform strategic decision-making and drive customer success initiatives.

Stay up-to-date on industry trends, best practices, and emerging technologies in customer success and continuously leverage this knowledge to improve our processes and practices.

Must-Haves:

Deep knowledge of the wider crypto ecosystem and experience trading crypto

2+ years in a customer-facing role, either as a CSM or an AE

Covering APAC timezones

Fluent in English

Nice-to-Haves:

2+ years of experience working on a crypto/Web3 team

Experience in a customer-facing role with investors

#J-18808-Ljbffr

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