Customer Success Manager (EMEA)

P2P; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

A leading technology company seeks an EMEA Customer Success Manager to drive client satisfaction and support local expansion efforts. This role emphasizes post-sales support, onboarding planning, and cross-functional collaboration, catering to enterprise customers in the blockchain and fintech spaces. Candidates should have substantial experience in customer success and strong analytical skills.

Benefits

Equity share options

Competitive salary

Flexible holiday

Flexible remote working

Significant personal development budget

Qualifications

• 4+ years experience with minimum 2+ years in B2B customer success or account management.
• Fluent in English with excellent communication skills.
• Strong analytical and problem-solving skills.

Responsibilities

• Design and implement comprehensive onboarding plans for new customers.
• Act as a liaison between customers and technical teams.
• Identify upselling and cross-selling opportunities.

Skills

Communication

Problem Solving

Analytical Skills

Technical Understanding

Customer Relationship Management

Tools

CRM Software

Job description

Full-time - Paris or London

As EMEA Customer Success Manager, you will support our local expansion, being responsible for post-sales in the region. You’ll ensure our enterprise customers receive outstanding service and support, becoming their trusted advisor, deeply understanding their business and needs, and helping them get the most out of Kiln's products and services.

Responsibilities:

• Understand our client’s technical set-up and business, and how we can best serve them. Sometimes this may involve working it out for the first time.

• Design and implement comprehensive onboarding plans for new customers, ensuring a smooth transition and rapid adoption of our products. Occasionally, this may involve switching from another provider.

• Act as the liaison between customers and technical teams to facilitate efficient product implementation and customization.

• Keep customers informed of all upcoming product updates and enhancements. Gather feedback from customers on features and work with the product development team to incorporate customer insights into future releases.

• Address any technical challenges and ensure solutions are provided in a timely and effective manner. Be an advocate for the customer within our organization.

• Lead quarterly reviews with key customer stakeholders to discuss product performance, understand their business needs, and align our services accordingly.

• Identify upselling and cross-selling opportunities. Work with Account Executives, other GTM team members, and other Kilners to reach company goals.

Requirements:

• 4+ years of experience with a minimum of 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 withexcellent communication and interpersonal skills, with a proven ability to manage and foster relationships with diverse stakeholders.

• Strong analytical and problem-solving skills.

• Familiarity with CRM software (Kiln uses Hubspot).

• An understanding of blockchain technology and its application in different use cases.

• Ability to work independently in a fast-paced and evolving environment.

• Genuine interest in Web3, blockchain, cryptocurrency, and smart contracts

  • Check our Tech Blog [https://www.kiln.fi/blog] and Open-Source Contribution [https://www.kiln.fi/open-source]

Nice-to-have:

• Additional language skills (in particular,any country from EMEA).

• Understand tech concepts or have strong tech curiosity (you will need to meaningfully contribute in meetings with engineers)

• Data analytics skills (Excel, Python, etc)

• Experience in a fast-growing, early-stage company.

• Relationships in the region with relevant businesses.

• Experience working in the Web3/crypto/blockchain industry.

About Kiln:

Kiln is the leading enterprise-grade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our API-first platform provides fully automated validators, staking & DeFi protocols access, and comprehensive data and commission management.

With $13+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 4.3% of the network through 45,000+ validators — all with zero slashing events.

Kiln serves more than 140 leading customers, including Binance, BitPanda, Bitgo, Fireblocks, VanEck, and TrustWallet.

Our team of 90 ecosystem enthusiasts brings experience from industry leaders like Google, Circle, Ledger, Chainalysis, and other prominent technology and cryptocurrency companies.

We've raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures...

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

How Kiln will support you:

• A fast-paced, no bureaucratic work environment

• Equity share options in the business: if Kiln succeeds, we all succeed!

• Competitive salary

• Flexible holiday

• Flexible remote working

• Choose your IT equipment

• Internet connection paid up to €50/month

• Significant personal development and tech conf budget

Your interview process:

1. Recruiter Interview (45 min)

2. Take-home test (< 2 hours)

3. Technical Interview (60 min)

4. Core Values Interview (45 min)

5. Founders Interview (30 min)

6. Offer!

Please note that we are not sponsoring visas for persons without work authorization in the country they are living in. This role is specifically for permanent employees (no B2B or contractors). Thank you!