Customer Success Specialist
Posted Updated 6
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Description
- We are looking for a driven and client-focused Customer Success Specialist to join our team. You will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our platform, achieve their business goals, and remain long-term partners
- This is a relationship-first role that sits at the intersection of technology, compliance, and finance, ideal for someone who thrives in a fast-moving environment and is passionate about the blockchain ecosystem
- Own the end-to-end customer relationship post-sale, from onboarding through renewal and expansion
- Conduct regular business reviews (QBRs) and check-ins to monitor client health, usage, and satisfaction
- Serve as the voice of the customer internally, collaborating with Product, Sales, and Support to resolve issues and drive improvements
- Deliver tailored training sessions and product walkthroughs for clients across varying levels of technical sophistication
- Identify upsell and cross-sell opportunities within your portfolio and collaborate with Sales Executives to convert them
- Monitor client engagement metrics and proactively address signs of churn risk
- Assist clients in understanding blockchain analytics concepts, compliance workflows, and platform best practices
- Support clients in the European markets, leveraging cultural and regional knowledge to build trusted relationships
- Maintain accurate records of client interactions, health scores, and account plans in CRM systems (HubSpot)
- Comfortable working in a remote-first, fast-paced environment
- Proactive, organised, and data-driven approach to managing a portfolio of accounts
- Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC)
- English language proficiency is essential, fluency in other languages is a strong plus
- Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly
- 3+ years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology
- Experience working with or for crypto exchanges, financial regulators, or banks
- Experience using HubSpot CRM
- Knowledge of regional regulatory frameworks