Customer Success Manager (London)

Job Posted 20 Days Ago Posted 20 Days Ago
Be an Early Applicant
London, Greater London, England
Hybrid
Mid level
Cryptocurrency
The Role
As a Customer Success Manager, you will be the primary point of contact for clients, building long-term relationships and advocating for their needs within the company. You will monitor usage, communicate initiatives, ensure timely solution delivery, and collaborate with the Sales team to onboard new clients.
Summary Generated by Built In

⚡️ About Merkle Science

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. Our vision is to make cryptocurrencies safe and provide infrastructure for the safe and compliant growth of cryptocurrencies.


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 US$27 MM from SIG, Beco, Republic, DCG, Kenetic, GGV and several others.


💥 What You Will Do

· Be the primary point of contact and build long-term relationships with clients. 

· Client champion within Merkle Science who will work closely with the product team to advocate for key requirements of customers and identify new opportunities.

· Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.

· Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

· Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

· Forecast and track key account metrics.

· Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

· Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests.

· Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.

· Monitor and analyze client’s usage of our product in order to be proactive if utilization drops.

· Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.

· Responsible for product adoption and in turn, client retention.

· Liaise between the client and internal teams to advocate on the clients’ behalf.

🙋What You Should Have

· Advanced level of English (C1 or above)

· At least 4+ years of prior account management experience.

· Previous crypto/blockchain experience a big plus but not necessary. Perhaps you enjoy this in your spare time? Even better!

· Previous compliance/finance experience also a big plus.

· Proven sales track record. 

· Exceptionally strong relationship and people management capabilities.

· A creative problem solver, results driven and self-motivated.

· Possesses a resilient personality, proactive and reacts well under pressure.

· Ability to handle changing requirements and unforeseen issues as they arise, rapidly and positively in a timely manner.


❤️ Well Being, Compensation and Benefits

We care about your well-being. Along with excellent health insurance, we offer flexible time off, learning & development initiatives and hours that are designed to provide work/life balance. We regularly host team-building sessions and encourage discussions around mental health.


We reward talent and believe in acknowledging people for their contributions. We offer industry-leading compensation, along with generous equity. As a rapidly growing business, there are endless opportunities to grow your career with Merkle Science.

The Company
HQ: New York, NY
68 Employees
On-site Workplace
Year Founded: 2018

What We Do

Founded in 2018, Merkle Science is the next generation predictive cryptocurrency risk and intelligence platform that helps crypto companies, financial institutions, and government entities detect, investigate, and prevent illegal activities involving cryptocurrencies. Merkle Science’s proprietary Behavioral Rule Engine enables our tools to go beyond blacklists so that compliance teams may fulfill their local KYC/AML obligations and industry players may stay keep pace with the industry’s increasingly complex illicit activities.

Merkle Science envisions a world powered by crypto and is creating the infrastructure necessary to ensure the safe and healthy growth of the cryptocurrency industry as it becomes a key pillar of the $22 trillion financial services ecosystem. We enable businesses to scale and mature so that a full range of individuals, entities, and services may transact with crypto safely.

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