Customer Success Specialist

Position summary 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. Duties and responsibilities - 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). Requirements - English language proficiency is essential, fluency in other languages is a strong plus. - 3+ years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology. - Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC). - Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly. - Proactive, organised, and data-driven approach to managing a portfolio of accounts. - Comfortable working in a remote-first, fast-paced environment Nice to have - Experience working with or for crypto exchanges, financial regulators, or banks. - Knowledge of regional regulatory frameworks. - Experience using HubSpot CRM.

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