Customer Success Manager (EMEA)

Kiln; Paris; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

A leading rewards platform seeks an EMEA Customer Success Manager to foster client relationships and drive customer satisfaction. The role involves onboarding new enterprise customers, ensuring they maximize value from the company's offerings. Ideal candidates will possess relevant technical and interpersonal skills, with a strong background in B2B tech environments and a genuine interest in blockchain and Web3.

Prestations

Equity options

Flexible holidays

Choice of IT equipment

Internet allowance up to $50/month

Budget for personal development

Qualifications

• Minimum 4 years of experience in B2B customer success or similar.
• Fluent in English, able to manage relationships with diverse stakeholders.
• Experience in the Web3/blockchain industry is preferred.

Responsabilités

• Design and implement comprehensive onboarding plans for new customers.
• Act as liaison between customers and technical teams for product customization.
• Lead quarterly reviews to discuss product performance and needs.

Connaissances

Analytical skills

Problem-solving skills

Interpersonal skills

Technical curiosity

Outils

CRM software (HubSpot)

Description du poste

As an EMEA Customer Success Manager, you will support our local expansion and be responsible for post-sales activities in the region. You will ensure our enterprise customers receive outstanding service and support, becoming their trusted advisor by deeply understanding their business needs and helping them maximize the value of Kiln's products and services.

Responsibilities:

1. Understand our clients' technical setup and business to serve them better, sometimes working it out for the first time.
2. Design and implement comprehensive onboarding plans for new customers, ensuring a smooth transition and rapid adoption, which may include switching from other providers.
3. Act as the liaison between customers and technical teams to facilitate product implementation and customization.
4. Keep customers informed about upcoming product updates and gather their feedback to inform future releases.
5. Address technical challenges promptly and effectively, advocating for the customer within the organization.
6. Lead quarterly reviews with key stakeholders to discuss product performance, understand their needs, and align our services accordingly.
7. Identify upselling and cross-selling opportunities, collaborating with Account Executives and other teams to achieve company goals.

Requirements:

• Minimum 4 years of experience, including at least 2 years in B2B customer success, account management, or a similar role in the technology sector, preferably in blockchain or fintech industries.
• Fluent in English with excellent communication and interpersonal skills, capable of managing relationships with diverse stakeholders.
• Strong analytical and problem-solving skills.
• Familiarity with CRM software (Kiln uses HubSpot).
• An understanding of blockchain technology and its applications.
• Ability to work independently in a fast-paced, evolving environment.
• Genuine interest in Web3, blockchain, cryptocurrency, and smart contracts.
• Strong tech curiosity or understanding of technical concepts, enabling meaningful contributions in engineering meetings.
• Experience in a fast-growing, early-stage company.
• Established relationships with relevant businesses in the region.
• Experience working in the Web3/crypto/blockchain industry.

About Kiln:

Kiln is a leading enterprise-grade rewards platform enabling institutional customers to stake assets and integrate staking & DeFi functionalities. Our API-first platform offers automated validators, staking & DeFi protocols access, and comprehensive data and management tools. With $13 billion in crypto assets staked and managing over 4.3% of the Ethereum network via 45,000 validators, Kiln serves over 140 top clients including Binance, BitPanda, and TrustWallet. Our team of 90 industry veterans has experience from Google, Ledger, Chainalysis, and more. We have raised $30M from prominent investors like 1kx, ConsenSys, and Kraken Ventures.

Join Kiln and help make the web more secure, stable, decentralized, and fair!

What Kiln Offers:

• A fast-paced, non-bureaucratic environment
• Equity options—if Kiln succeeds, we all succeed!
• Flexible holidays
• Choice of IT equipment
• Internet allowance up to $50/month
• Budget for personal development and tech conferences

Interview Process:

1. Take-home technical test
2. Technical interview (60 min)
3. Core values interview (45 min)
4. Founders interview (30 min)

Note: We do not sponsor visas for individuals without work authorization in their country. This role is for permanent employment only (no B2B or contractors).