Head of Customer Success

Skills

About the Role

You will design, implement and continuously improve the Customer Success system to ensure excellent outcomes for clients. You will lead and mentor a distributed team of support and community managers, set priorities and measure team performance. You will manage relationship-focused account management for robo-advising and analytics product clients, handling agreements, payments, documentation and complaint resolution. You will coordinate new client onboarding across channels and provide first-line technical support via chat, email and online conferences. You will select and operate CRM and customer management tools and use data to drive decisions and improve processes.

Requirements

• Proven record of managing a fully remote customer success team
• Hands-on experience in customer support
• Experience with web3 projects
• Fluent English
• Data driven decision making
• Professional understanding of customer management systems
• Experience with CRM
• Strong interest in the crypto market (nice to have)

Responsibilities

• Develop and implement the Customer Success system
• Lead and manage a remote team of support and community managers
• Provide relationship-focused account management for product clients
• Manage agreements, payments, documentation and reclamations
• Onboard new clients across all communication channels
• Deliver first-line technical support via chat, email and online conferences
• Select, configure and maintain CRM and customer management tools
• Use data to monitor performance and drive improvements

Benefits

• Remote work (work from anywhere)
• Interaction with leaders of blockchain, crypto and traditional financial markets