Remote Blockchain Customer Success Specialist

Crystal Intelligence; Greater London; Remote; GBP 42,000 - 62,000; Full time

Job summary

Crystal Intelligence is seeking a driven Customer Success Specialist to manage a portfolio of clients from onboarding through renewal and expansion, while delivering tailored training and ensuring maximum value from the platform.

You will act as the voice of the customer, collaborating with Product, Sales, and Support to resolve issues and drive improvements, with a remote-first, client-focused approach across European markets.

Qualifications

• 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.

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).

Job description

Crystal Intelligence is seeking a driven Customer Success Specialist to manage a portfolio of clients from onboarding through renewal and expansion, while delivering tailored training and ensuring maximum value from the platform.

You will act as the voice of the customer, collaborating with Product, Sales, and Support to resolve issues and drive improvements, with a remote-first, client-focused approach across European markets.