Customer Success Manager

OpenKrill; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Flexible time off

Learning & development

Team-building

Equity

Job summary

Merkle Science seeks an experienced Account Manager to be the primary contact for customers, nurturing long-term relationships and acting as a trusted advisor. You will advocate for requirements, identify opportunities, and work with product teams to ensure successful delivery.

You will monitor usage, forecast metrics, and drive upsells within the client base while maintaining exceptional service and clear communication with stakeholders.

Qualifications

• 3+ years of account management experience.
• Previous compliance/web3/blockchain experience.
• At least 1 startup experience.
• Strong relationship and people management skills.
• Creative, results-driven and self-motivated.

Responsibilities

• Be the primary point of contact and build long-term relationships with customers.
• Advocate for customer requirements and identify new opportunities.
• Develop trusted advisor relationships with key accounts and executive sponsors.
• Ensure timely and successful delivery of solutions according to customer needs.
• Communicate progress of initiatives to internal and external stakeholders.
• Forecast and track key account metrics.
• Drive upsells within the existing customer base.
• Onboard and integrate new clients and develop existing relationships.
• Monitor and analyze customer's usage of our product.
• Maintain high client satisfaction with day-to-day service.

Skills

Account management

Customer relationships

Upselling

Stakeholder management

Communication

Problem solving

Resilience under pressure

Job description

About Merkle Science

Merkle Science provides blockchain transaction monitoring and intelligence solutions for web3 companies, digital asset service providers, financial institutions, law enforcement and government agencies to detect, investigate, and prevent illicit use of cryptocurrencies. Our vision is to make cryptocurrencies safe and provide infrastructure for the safe and compliant growth of cryptocurrencies.

Merkle Science is headquartered in New York with offices in Singapore, Bangalore and London. The team has combined experience across Bank of America, Paypal, Luno, Thomson Reuters and Amazon. The company has raised over $27M from SIG, Beco, Republic, DCG, Kenetic, GGV and several others.

Be the primary point of contact and build long-term relationships with customers.

Customer champion within Merkle Science who will work closely with the product team to advocate for key requirements of customers and identify new opportunities.

Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.

Ensure the timely and successful delivery of our solutions according to customer needs and objectives.

Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.

Forecast and track key account metrics.

Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests.

Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.

Monitor and analyze customer's usage of our product.

Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.

Drive upsells within existing customer base.

Fluent in English.

At least 3 years of prior account management experience.

Previous compliance/web3/blockchain experience.

At least 1 prior early-stage startup experience.

Proven ability to upsell with exceptionally strong relationship and people management capabilities.

A creative problem solver, results driven and self-motivated.

Possesses a resilient personality and reacts well under pressure.

High emotional intelligence, well organized with the ability to prioritize workload and use time effectively.

Ability to handle changing requirements and unforeseen problems rapidly and positively

Well Being, Compensation and Benefits

We care about your well-being. Along with excellent health insurance, we offer flexible time off, learning & development initiatives and hours that are designed to provide work/life balance. We regularly host team-building sessions and encourage discussions around mental health.

We reward talent and believe in acknowledging people for their contributions. We offer industry-leading compensation, along with generous equity. As a rapidly growing business, there are endless opportunities to grow your career with Merkle Science.