What You'll Be Doing

📍Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive introduction to CoinGecko’s API service. Develop and implement onboarding materials and training programs tailored to different customer segments. 📍Customer Relationship Management: Build and maintain strong customer relationships with key accounts, acting as their main point of contact. Conduct and document regular check-ins to assess customer satisfaction and identify areas for improvement. 📍Customer Satisfaction (CSAT): Ensure a consistently high Customer Satisfaction Score by delivering outstanding service and proactively addressing customer needs. 📍Churn Reduction: Develop strategies to reduce customer churn through proactive engagement, issue resolution, and personalized support. 📍Renewal Rate: Lead efforts for contract renewals to maintain a high renewal rate by consistently monitoring customer engagement and addressing any potential risks. 📍Revenue Expansion and Uplift: Collaborate with Account Executives to identify and support revenue expansion opportunities within existing accounts, contributing to upsell and cross-sell initiatives. Focus on maximizing account potential through strategic growth and optimization of existing relationships.

What We Look For In You

📍Proven Track Record: You have 5-8 years of experience in customer success, support, or related roles, preferably in the tech or fintech industry. 📍Education: Bachelor’s degree in Business, Communications, or a related field is a plus. 📍Product Knowledge: You understand CoinGecko’s API service to successfully establish rapport with clients. You demonstrate the ability to pick up customer knowledge, blockchain/cryptocurrency industry and domain knowledge, as well as overall business and department operations quickly. 📍You demonstrate the ability to use the various data tools to derive insights and make actionable decisions. 📍Customer Success Knowledge: You have expertise in customer success best practices, including onboarding, relationship management, support, and retention strategies. 📍Familiarity with Software-as-a-Service (SaaS): You are proficient with SaaS standard principles of Churn, Renewal Rate, Revenue Uplift, and CSAT.

The crypto industry is evolving rapidly, offering new opportunities in blockchain, web3, and remote crypto roles — don’t miss your chance to be part of it.