Customer Success Associate - Contract

Messari; United States; Remote; USD 60,000 - 80,000; Part time

Job summary

A leading company in crypto market intelligence is seeking a Customer Success Associate on a part-time contract basis. The role involves building strong relationships with customers, resolving issues, and maintaining product knowledge. Ideal candidates will possess strong communication skills and a customer-focused mindset, working in a fast-paced environment. The position offers competitive hourly pay and flexible working conditions.

Benefits

Competitive Salary and Employee Stock Options

401(k) with 3% Match

Flexible Time Off

Health, Dental, & Vision Insurance

Paid Parental Leave

WeWork Access

Remote & Flexible Work

Learning & Development Stipend

Health & Wellness Perks

Qualifications

• Customer focused with strong problem-solving skills.
• Ability to manage ~20 inbound queries daily.
• Experience in customer support or related roles preferred.

Responsibilities

• Serve as the primary contact for product and subscription issues.
• Provide timely support to customer inquiries.
• Maintain customer success documentation and track interactions.

Skills

Problem Solving

Communication

Interpersonal Skills

Empathy

Education

Bachelor's degree or equivalent experience

Tools

Salesforce CRM

Salesforce Service Cloud

Job description

Messari is the leading provider of crypto market intelligence products that help professionals navigate crypto/Web3 with confidence. We bring transparency and smarter qualitative and quantitative analytics to the industry by combining a global research database with a comprehensive suite of data visualization and asset discovery tools. We help drive smarter participation in crypto from individuals and institutions alike.

The name “Messari” came from the Franciscan monks who declared "clean books" a moral imperative during the renaissance and pushed merchants to use proper accounting methods. This led to the flourishing of investment via "trust but verify" methods and industry growth throughout Europe.That's what we aim to do. Provide participants, investors, builders, platforms, and everyone else with reliable information to better participate in the crypto ecosystem.

Our users range from some of the most prominent analysts, investors, and crypto individuals to top organizations including Coinbase, BitGo, Anchorage, 0x, Chainanalysis, Ledger, Compound, MakerDAO, and many more.

The Role

We are seeking a highly motivated individual to join our team on a part-time contract basis as a Customer Success Associate. In this role you will be responsible for building strong relationships with subscribers by maintaining deep product knowledge and communicating effectively to resolve outstanding issues. The ideal candidate will be customer focused, a self-starter, and flexible in a fast-paced, demanding environment.

What you'll do

• Serve as the primary point of contact for customer’s product and subscription related issues via email
• Provide high-quality, timely, and accurate support to customer inquiries by troubleshooting and resolving or escalating to the appropriate team members when necessary
• Prioritize tasks and manage time efficiently to address ~20 inbound and ongoing queries per day
• Maintain customer success documentation including FAQs, user guides, videos, and knowledge base articles
• Manage customer accounts, track customer interactions, and keep records up-to-date
• Stay up-to-date on industry trends, competitive products, and customer needs to ensure we are providing the best possible customer experience
• Partner with Sales to provide insights on customer health, product satisfaction and usage, and opportunities for expansion
• Categorize and summarize client feedback for Product teams to shape future development

Who You Are:

• Bachelor's degree or equivalent experience preferred
• Fast learner, self-starter, flexible, and a proven ability to work in a demanding environment
• Strong problem-solving skills with an attention to detail and the ability to handle challenging customer interactions
• Strong empathy for customers to anticipate needs and foster confidence
• Excellent communication and interpersonal skills, with a focus on customer service
• Ability to work independently as well as collaboratively with cross-functional teams

Nice to Have's:

• 0-2 years experience in a SaaS-based customer organization with a proven track record in customer support, customer success, or related customer facing roles
• Familiarity with Salesforce CRM and Salesforce Service Cloud
• Experience working for a growth stage startup
• Knowledge or interest in the crypto industry or traditional financial markets
• Comfortable analyzing and reporting on large quantities of data
• Confident articulating, presenting, and debating complex problems with all levels of management

*Please note this is a part time (~15 - 20 hours/week), hourly contract position and does not include full-time employment benefits.

Hourly Rate: $28 - $30/hr

What You'll Love About Messari

We understand in order for you to do your best work, you need the resources to stay healthy, recharge, and feel like you have ownership in the future we are building.

• Competitive Salary and Employee Stock Options: We value your contributions to our success, offering competitive pay and stock options so you can share in our growth!
• 401(k) with 3% Match:Invest in your future with confidence—enjoy a 3% company match on your 401(k) contributions.
• Flexible Time Off:No accruals, no limits—take the time you need when you need it. Just coordinate with your team, and enjoy!
• Health, Dental, & Vision:Your well-being matters—Messari covers 80% of health, dental, and vision insurance costs to keep you covered!
• Insurance & Savings:We offer an FSA for pretax healthcare savings, company-paid life insurance (1x salary), and short- and long-term disability coverage to keep you protected.
• Paid Parental Leave:Care for your growing family with 18 weeks for primary caregivers and 4 weeks for secondary caregivers.
• WeWork Access:Enjoy a WeWork All Access Pass for flexible, collaborative workspaces wherever you need them.
• Remote & Flexible Work:Balance work and life your way—work from home or join us at our New York office. Plus, get a $500 stipend to set up your home workspace.
• Community & Social Events:At Messari, we work hard and support each other. Enjoy fun events to relax, connect, and celebrate as a team!
• Learning & Development:Invest in your growth with a $1,000 annual stipend for professional development and continued education.
• Health & Wellness Perks:Prioritize your well-being with an annual Rest Week and Recharge Week for all employees, plus Health Advocacy support through our Employee Assistance Plan.

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