Customer Success Manager

About Our Client

The Customer Success team is insatiably curious and adept at problem-solving. This team uses data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. The team is also extremely collaborative and works cross-functionally to share the insights learned from customers. Within the private sector segment, the team is driven by its mission to make the world a safer place by supporting customers that track and investigate illicit activities involving cryptocurrency like human trafficking, terrorist financing, and money-laundering.

About The Role

As aCustomer Success Manager, this role will develop a deep understanding of customers’ challenges and industry trends. By providing confident and consultative guidance, this role will demonstrate how the organization can help customers achieve their business objectives. The ideal candidate can build strong relationships with customers and cross-functional teams internally, and is passionate about advocating for their customers’ needs.

Key Responsibilities

• Establish a regular cadence of contact and reviews with customers that allows for understanding stakeholders and their individual and organizational goals, proactively solving problems, and maintaining optimal customer health with risks of customer churn identified early and mitigated effectively
• Meet with customers both virtually and in-person, requiring travel 20-30% of the time based on customer and business needs
• Directly contribute to increasing the adoption, renewal, and net retention of the organization’s most important customers by monitoring their usage, noticing meaningful trends, and executing strategic account plans
• Answer advanced product usage and technical questions related to data and investigations across the product suite
• Collaborate cross-functionally and advocate for the needs of customers to leaders in different internal departments
• Support cross-functional initiatives to improve the overall customer experience
• Provide input on how to automate, simplify, and improve daily workflows to make the Customer Success team more efficient and scalable

Required Qualifications

• Customer Success or Account Management experience with a digital or software product
• Prior experience in the technology space
• Experience building out customer journeys, account plans and expanding product adoption
• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)
• An interest in cryptocurrency and a passion to deliver on the organization’s mission to build trust in blockchains

Preferred Qualifications

• Private sector, financial markets experience
• Current and/or previous experience working within the Crypto ecosystem.
• Investigative or analytical experience within the financial services industry

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”