Client Success Manager
You manage relationships with assigned trading and payments clients. You communicate regularly to understand their needs, conduct onboarding and training, run check-ins and quarterly business reviews, monitor usage and health metrics, demonstrate product value, address concerns, manage escalations, support renewals and upselling, and share client insights with sales, product, and support teams.
Responsibilities
- Establish and nurture client relationships
- Maintain consistent communication with clients
- Advocate for client needs within the organization
- Align client business goals with company offerings
- Create tailored success plans with milestones and timelines
- Monitor client usage and health metrics
- Analyze key performance indicators
- Identify and address potential issues or opportunities
- Demonstrate product value and return on investment
- Represent client interests in product and service decisions
- Escalate complex client concerns
- Identify upselling and cross-selling opportunities
- Support client usage and contract renewals
- Coordinate the sales-to-client-success handoff
- Share client insights with product teams
- Coordinate with support teams
- Stay informed about industry trends, product updates, and competitive offerings
- Refine workflows and best practices
Requirements
- 2-3 years of experience in client success management or a similar client-facing role, or a strong interest in starting a career in client success
- Interest in digital assets or payments
- Knowledge of digital asset and traditional market infrastructure preferred
- Knowledge of trading, clearing, and settlement preferred
- Excellent communication skills
- Collaboration skills
- Interpersonal skills
- Analytical mindset
- Ability to synthesize complex data
- Ability to make data-driven decisions
- Strong organizational and time management skills
- Ability to prioritize and manage multiple projects
- Startup experience
- Experience working in cross-functional teams
- Experience with client success management tools
- Experience with Claude, HubSpot, Jira, Excel, Word, and PowerPoint