Customer Success Manager
Skills
About the Role
You will be the primary point of contact for a portfolio of clients, guiding them from onboarding through renewal and expansion. You will run regular business reviews and check-ins to monitor client health, usage, and satisfaction, and deliver tailored training and product walkthroughs. You will act as the voice of the customer internally, collaborate with Product, Sales, and Support to resolve issues, and identify upsell and cross-sell opportunities. You will monitor engagement metrics to proactively address churn risk, assist clients in understanding blockchain analytics and compliance workflows, support Korean clients using regional knowledge, and maintain accurate CRM records in HubSpot.
Requirements
- Korean language fluency (native or near-native)
- Proficiency in English written and spoken
- 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
- Proactive organised and data-driven approach to managing a portfolio of accounts
- Comfortable working in a remote-first fast-paced environment
Responsibilities
- Own end-to-end customer relationship post-sale from onboarding through renewal and expansion
- Conduct regular business reviews and check-ins to monitor client health, usage, and satisfaction
- Serve as the voice of the customer internally and collaborate with Product Sales and Support to resolve issues
- Deliver tailored training sessions and product walkthroughs for clients at varying technical levels
- Identify upsell and cross-sell opportunities 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 Korea leveraging cultural and regional knowledge
- Maintain accurate records of client interactions health scores and account plans in CRM (HubSpot)