Customer success manager

As a Customer Success Manager at Merkle Science, you are the primary point of contact for customers and build long-term relationships with them. You serve as a customer champion within the organization, working closely with the product team to advocate for key customer requirements and identify new opportunities. Merkle Science provides blockchain transaction monitoring and intelligence solutions for web3 companies, digital asset service providers, financial institutions, law enforcement and government agencies to detect, investigate and prevent illicit use of cryptocurrencies.

What you'll do

• Be the primary point of contact and build long-term relationships with customers
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of solutions according to customer needs and objectives
• Communicate clearly the progress of monthly and quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Monitor and analyze customer usage of the product
• Work with the Sales team to onboard and integrate new clients and develop existing client relationships
• Drive upsells within the existing customer base
• Keep current clients satisfied and deliver exceptional client service on a day-to-day basis
• Accept ownership for accomplishing new and different requests to enhance the department and organization's reputation

What you bring

• Fluency in English
• At least 3 years of prior account management experience
• Previous compliance, web3 or blockchain experience
• At least 1 prior early-stage startup experience
• Proven ability to upsell with exceptionally strong relationship and people management capabilities
• A creative problem solver who is results driven and self-motivated
• A resilient personality and ability to react well under pressure
• High emotional intelligence, well organized with the ability to prioritize workload and use time effectively
• Ability to handle changing requirements and unforeseen problems rapidly and positively

What we offer

• Excellent health insurance
• Flexible time off
• Learning and development initiatives
• Hours designed to provide work/life balance
• Regular team-building sessions and discussions around mental health
• Industry-leading compensation and generous equity

About Merkle Science

Merkle Science is headquartered in New York with offices in Singapore, Bangalore and London. The team has combined experience across Bank of America, PayPal, Luno, Thomson Reuters and Amazon. The company has raised over $27 million from SIG, Beco, Republic, DCG, Kenetic, GGV and several others.