Associate Customer Success Manager, Americas

Job at Chainalysis

New York City, New York | Washington D.C.

Full time

The global financial ecosystem is changing. Revolutionary blockchain technology has unlocked the potential for people around the world to have more equal access to wealth and information. This transformation has begun with the mass global adoption of cryptocurrencies but like all new financial systems, it needs greater trust to realize its full potential and remain safe from bad actors. That’s where we come in. The Chainalysis blockchain data platform enables businesses, governments, and banks to solve the world’s most high-profile criminal cases, paving the way for an economy built on blockchains.

Our Customer Success team is insatiably curious and adept at problem-solving. We use data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. We’re also extremely collaborative and work cross-functionally to share the insights we learn from our customers. 

The Associate Customer Success Manager is a natural at making each and every customer feel like a VIP. They’re great at managing a lot of disparate priorities, building relationships with high-potential customers, and strategizing about how to build accounts and increase adoption. We measure your success by things like user adoption, retention, and overall satisfaction.  

Within a year you are successful if… 

  • Your knowledge of customer journeys, SaaS revenue metrics, and overall Customer Success has grown substantially 
  • You’ve directly contributed to increasing the net retention of our customers in our financial, cryptocurrency, and government verticals
  • You can confidently answer advanced product usage and technical questions related to data, compliance and regulatory standards, and investigations across our product suite
  • Our customers trust and rely on you to help them achieve their goals
  • The Customer Success team is more efficient and scalable thanks to your input on how to automate, simplify, and improve our daily workflows

A background like this helps: 

  • Prior working experience in Customer Success at a SaaS business is a plus, but mainly we’re looking for candidates who have been in a customer facing role 
  • Experience building out customer journeys and expanding product adoption
  • Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)
  • An interest in cryptocurrency or AML/KYC helps 

The base salary range for this role is $76,000 to $96,000 on a national basis and may be higher or lower depending on the location of the role. Base salary is just one part of our total rewards package which additionally includes equity, performance bonus or commissions for eligible roles, and competitive benefits. Individual pay decisions are based on a number of factors, including qualifications for the role, relevant work experience, skillset, internal equity, and other factors, consistent with applicable law.

At Chainalysis, we help government agencies, cryptocurrency businesses, and financial institutions track and investigate illicit activity on the blockchain, allowing them to engage confidently with cryptocurrency. We take care of our people with great benefits, professional development opportunities, and fun.

You belong here.

At Chainalysis, we believe that diversity of experience and thought makes us stronger. We encourage applicants across any race, ethnicity, gender/gender expression, age, religion, ability and experience. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. We can’t wait to meet you.

Company: Chainalysis

Website: https://www.chainalysis.com/

Skills: customer-supportcustomer supportmanagementmarketingcrypto

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