Customer Success Manager

Job Overview:

This role focuses on managing B2B clients by building and maintaining long-term, strong relationships with key decision-makers. Through proactive service and effective resource coordination, you will continuously enhance customer satisfaction, strengthen client confidence in our products and services, and drive customer retention and renewal rates.

Job Responsibilities:

Client Relationship Management

• Maintain regular and proactive communication with clients, building trusted and long-term partnerships.
• Ensure clients’ successful use of company products and services.
• Drive customer satisfaction, renewal rates, and business expansion opportunities.

Project Implementation & Management

• Coordinate internal resources to ensure efficient delivery of client solutions.
• Assess client needs, oversee project management and execution to achieve client goals.

Business Performance Ownership

• Take responsibility for key business metrics
• Drive customer growth and retention in line with company objectives.
• Identify potential client needs to promote cross-selling and upselling, and prevent churn.

Demand Management & Value Creation

• Gather and analyze client needs, identifying core business pain points.
• Translate client requirements into actionable business value, collaborating with Product, Tech, and other teams to optimize solutions.

Job Requirements:

• Excellent communication and customer service skills, with the ability to address diverse client needs effectively.
• Strong learning agility, adaptability, and resilience under pressure.
• Proven project management experience and capability to independently manage complex projects.
• Skilled in cross-department collaboration and efficient coordination of internal and external resources.
• Background in blockchain technology or account management is an advantage.
• Fluent English communication skills preferred.