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 and Mandarin
Nice-to-Haves:
- 2+ years of experience working on a crypto/Web3 team
- Experience in a customer-facing role with investors
