Customer Success Specialist (Remote)

Crystal Intelligence; Lisboa; Híbrido; EUR 45 000 - 65 000; Tempo integral

Resumo da oferta

Crystal Intelligence is seeking a Customer Success Specialist to manage a portfolio of fintech clients across Europe. You will own onboarding, ongoing engagement, and renewal cycles, ensuring customers derive maximum value from our platform and achieve their business goals.

In this remote-first role, you will conduct regular business reviews, deliver tailored training, and collaborate with Product, Sales, and Support to resolve issues and identify upsell opportunities.

Qualificações

• 3+ years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology.
• Fluent English; knowledge of additional languages is a plus.
• 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.
• Remote-first, fast-paced work environment in a multicultural European setting.

Responsabilidades

• 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).

Conhecimentos

Customer Success

Account Management

Communication

Presentation

Data-driven

Remote work

Ferramentas

HubSpot CRM

Descrição da oferta de emprego

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.