We practice transparent salaries and a level structure at CoinGecko:
- Please note that this is a remote-first role based in Malaysia, specifically in Selangor or Kuala Lumpur.
- Annual On-Target Earning (OTE) for a Mid-Level (L2) role is RM188,605 (70-30 base/commission split).
- Learn more about our level structure at CoinGecko's Career Progression.
As an Account Manager (API) at the L2 level, you are the primary commercial owner of a mid-market portfolio of API customers. Your core mandate is to drive revenue retention and expansion: you own the full renewal motion and are responsible for identifying, developing, and closing upsell and cross-sell opportunities end-to-end - without reliance on a separate sales function.
You engage customers strategically - through structured business reviews, proactive outreach, and data-driven consultation - to ensure they realise measurable value from CoinGecko's API and grow their usage over time. You are not a support function; first-line technical support is handled by a dedicated team. Your focus is on commercial outcomes and strategic account health.
What You'll Be Doing
- Monitor usage trends, engagement signals, and risk indicators across all accounts proactively.
- Maintain complete and accurate CRM records including renewal forecasts, health scores, and expansion pipeline.
- Flag at-risk accounts early and execute timely intervention plans before churn becomes a risk.
- Lead all renewal conversations directly - from initial engagement to commercial close.
- Identify renewal risk early through usage analysis and stakeholder engagement, and develop mitigation strategies.
- Provide accurate and timely renewal forecasts to management, supported by account-level data.
- Conduct structured discovery to surface new use cases, higher-tier plan needs, or additional API endpoints that deliver clear customer value.
- Build and present commercial proposals that articulate ROI and business impact, tailored to each customer's goals.
- Drive upsell and cross-sell initiatives to consistently meet or exceed assigned expansion targets.
- Share account insights and successful approaches with teammates to raise team-wide expansion performance.
- Run regular business reviews (e.g., QBRs) with clear agendas, measurable outcomes, and defined next steps.
- Align API usage with the customer's evolving product roadmap and business goals to build long-term strategic partnership.
- Identify and develop new use cases that strengthen adoption, deepen integration, and create commercial momentum.
- Engage multiple stakeholders within each account, including technical and business decision-makers.
- Address commercial questions, usage strategy, plan optimisation, and product-fit discussions directly.
- Triage inbound account queries appropriately - resolving strategic matters yourself and routing technical issues to the support team with full context.
- Maintain response quality and SLA standards for commercial communications across your portfolio.
- Develop and deliver targeted product education tailored to each customer's use case and technical maturity.
- Produce educational resources such as FAQs, use case guides, and best-practice documentation that drive self-sufficient adoption.
- Stay current on CoinGecko's API roadmap and new features, proactively introducing relevant updates to customers.
- Capture and document customer feedback in a structured way, with clear context on business impact and commercial relevance.
- Represent customer needs in internal product and strategy discussions.
- Work with the product team to prioritise improvements that reduce churn risk or unlock new expansion use cases.
- Identify and suggest improvements to account management processes, playbooks, and engagement frameworks.
- Mentor interns and junior (L1) team members, sharing account management skills and commercial best practices.
- Participate actively in knowledge-sharing activities and team discussions.
- Stay current with emerging trends in the cryptocurrency, blockchain, and data API landscape.
Mid-Market Portfolio Ownership
Own and manage a defined portfolio of Mid-Market API accounts. Maintain accurate, up-to-date account health indicators, usage data, and renewal status in CRM. You are accountable for the commercial performance of your book of business.
Retention & Renewal Management
Revenue Expansion & Upsell
Independently identify, develop, and close expansion opportunities within your existing accounts. You own the full expansion motion end-to-end - there is no handoff to a separate Account Executive.
Strategic Account Engagement
Establish and maintain a proactive, value-driven engagement rhythm with each account. Conduct structured business reviews that connect CoinGecko's API capabilities directly to customer KPIs and business objectives - not just product updates.
Commercial & Strategic Consultation
Serve as the primary strategic point of contact for your accounts via email, Telegram, and Slack. Your engagement is consultative and commercial in nature - not first-line support. Technical support queries are handled by the dedicated support team; you focus on guiding customers toward greater value and commercial outcomes.
Product Enablement & Education
Educate customers on the features, endpoints, and use cases of CoinGecko's API to maximise adoption and unlock expansion potential. Product knowledge is a commercial tool - deeper customer usage creates more revenue opportunity.
Customer Advocacy & Product Feedback
Act as the voice of the customer internally. Gather, document, and synthesise product feedback from your portfolio to inform CoinGecko's product roadmap, with a focus on changes that support retention and expansion outcomes.
Process Improvement & Team Contribution
Contribute to the continuous improvement of Account Management practices. At L2, you are expected to demonstrate informal leadership by mentoring L1 team members and contributing to team knowledge.
You are required to support any ad hoc tasks as required by the company.
What We Look For In You
- 3 - 4 years of experience in account management, customer success, or a revenue-facing role - preferably in crypto, fintech, or a SaaS business.
- Demonstrated track record of owning renewal and expansion targets and consistently meeting or exceeding them.
- Experience independently managing a mid-market portfolio, including running business reviews and owning commercial conversations end-to-end.
- Strong understanding of account management principles: portfolio segmentation, renewal forecasting, churn risk management, and expansion pipeline development.
- Familiar with SaaS commercial metrics including Renewal Rate, Net Revenue Retention (NRR), and Expansion ARR.
- Ability to identify and articulate expansion opportunities tied to clear customer business outcomes - not just product features.
- Understanding of CoinGecko's API service sufficient to engage confidently in commercial and strategic discussions with technical customers.
- Ability to pick up product knowledge, blockchain/cryptocurrency domain knowledge, and business context quickly.
- Comfortable translating technical API capabilities into clear business value for non-technical stakeholders.
- Proficient in CRM tools such as HubSpot for pipeline management, renewal tracking, and account health monitoring.
- Ability to use data tools to derive insights, identify usage trends, and make data-informed commercial decisions.
- Results- and data-driven: comfortable preparing renewal forecasts, tracking expansion pipeline, and reporting on portfolio performance.
- Equipped with solid negotiation and persuasion skills, with sound business acumen to present win-win commercial outcomes.
- Comfortable leading renewal and upsell conversations independently across different stakeholder levels, from technical users to business decision-makers.
- Excellent communicator who can build strong working relationships internally and externally.
- Able to adapt communication style for technical and non-technical audiences.
- Can present, persuade, and influence stakeholders at all levels - from individual contributors to C-suite.
- Demonstrates the ability to figure out solutions to complex account challenges, using sound judgment and a data-informed approach.
- Proactive in identifying risks and opportunities before they escalate, rather than reacting after the fact.
- Self-motivated and able to work independently with minimal supervision.
- Takes full ownership of commercial outcomes within their portfolio - does not wait to be told what to do.
- Demonstrates informal leadership: approachable and willing to mentor junior teammates.
- Resourceful and comfortable working in a fast-paced, high-growth environment with evolving processes.
- Curious about new tools, technologies, and ways of working - proactively looks for improvements.
- Personal or professional experience in blockchain, cryptocurrency, Web3, and related technologies is a strong plus.
Commercial Experience
Account Management & Commercial Acumen
Product & Technical Knowledge
Data & CRM Proficiency
Negotiation & Persuasion
Communication & Stakeholder Management
Problem Solving & Analytical Thinking
Leadership & Ownership
Entrepreneurial & Growth Mindset
Skills Required
- 5-8 years of experience in customer success, support, or related roles
- Bachelor's degree in Business, Communications, or a related field
- Proficiency with SaaS practices including Churn, Renewal Rate, Revenue Uplift, and CSAT
- Proficiency in using CRM tools such as Hubspot
- Ability to analyze data and derive actionable insights
What We Do
CoinGecko is a cryptocurrency ranking web site that provides 360 degree overview of the standing of digital currencies. The cryptocurrency ranking is quantitatively and qualitatively evaluated based on public data collected from the internet. Metrics considered include market capitalization, liquidity, developer activity, community, and public interest.
