Customer Success Specialist (Remote)

Crystal Intelligence; Warszawa; Remote; PLN 90,000 - 120,000; Full time

Job summary

Crystal Intelligence in Warsaw, Poland, seeks a motivated Customer Success Specialist to manage a diverse client portfolio and ensure they derive maximum value from our platform. You will guide onboarding, usage optimization, and renewal strategies while partnering with Product, Sales, and Support.

Ideal candidates have 3+ years in customer success or account management within fintech/SaaS, a solid grasp of blockchain and AML/KYC concepts, and strong communication skills.

Qualifications

• 3+ years in customer success or account management in fintech/SaaS
• Strong understanding of blockchain and crypto markets
• Experience with compliance workflows (AML/KYC) is a plus
• Excellent communication and presentation abilities
• Remote-first work style with proactive organization

Responsibilities

• Own end-to-end customer relationship post-sale from onboarding to renewal.
• Conduct regular business reviews to monitor health and usage.
• Collaborate with Product, Sales, and Support to resolve issues.
• Deliver tailored training and product walkthroughs.
• Identify upsell opportunities and coordinate with Sales.
• Monitor engagement metrics and address churn risk.
• Explain blockchain analytics and compliance concepts to clients.
• Support clients across European markets with regional knowledge.
• Maintain records in CRM systems (HubSpot).

Skills

Customer Success

Account Management

Blockchain basics

Fintech knowledge

AML/KYC

Communication skills

Remote work

HubSpot CRM

Data-driven

Multilingual English

Tools

HubSpot CRM

Job description

Position summary

We are looking for a driven and client-focused Customer Success Specialist to join our team. You will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our platform, achieve their business goals, and remain long-term partners.

This is a relationship-first role that sits at the intersection of technology, compliance, and finance, ideal for someone who thrives in a fast-moving environment and is passionate about the blockchain ecosystem.

Duties and 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).

Requirements

• English language proficiency is essential, fluency in other languages is a strong plus.
• 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.
• Proactive, organised, and data-driven approach to managing a portfolio of accounts.
• Comfortable working in a remote-first, fast-paced environment

Nice to have

• Experience working with or for crypto exchanges, financial regulators, or banks.
• Knowledge of regional regulatory frameworks.
• Experience using HubSpot CRM.