Customer Success Associate API L2
About the Role
You will ensure customer success for the API product. You will guide new customers through onboarding, create training materials, and act as the main point of contact for key accounts. You will troubleshoot issues across channels, drive renewal efforts, identify upsell opportunities, gather product feedback, and improve customer success processes.
Requirements
- 5-8 years of experience in customer success, support, or related roles, preferably in tech or fintech
- Bachelor's degree in Business, Communications, or a related field is a plus
- Familiarity with API products and ability to learn blockchain and cryptocurrency domain knowledge quickly
- Proficiency with SaaS principles including churn, renewal rate, revenue uplift, and CSAT
- Proficiency with CRM tools such as HubSpot and data tools to derive insights
- Project management skills to plan and manage multiple projects and deliverables
- High attention to detail and commitment to operational excellence
- Ability to interpret sales and usage data and translate into actionable insights
- Strong negotiation and persuasion skills with solid business acumen
- Excellent communication and stakeholder management skills up to C-level
- Self-motivated and entrepreneurial mindset with ability to work independently
- Strong problem solving skills and ability to produce data-informed written narratives
- Interest in blockchain, cryptocurrency, NFT, web3, and metaverse topics
Responsibilities
- Guide new customers through onboarding and develop onboarding materials and training programs
- Build and maintain strong relationships with key accounts and act as the main point of contact
- Conduct and document regular check-ins to assess satisfaction and identify improvements
- Deliver prompt support via email, Telegram, and Slack and troubleshoot issues, escalating when necessary
- Develop and execute strategies to reduce churn
- Lead contract renewal efforts and monitor engagement to maintain high renewal rates
- Collaborate with Account Executives to identify and support upsell and cross-sell opportunities
- Educate customers on product features and create FAQs and guides
- Gather and document product feedback and advocate customer needs to the product team
- Develop and refine customer success processes and create playbooks
- Mentor interns and junior to mid-level team members and provide constructive feedback
Benefits
- Remote work flexibility with optional office space in Malaysia and Singapore
- Life and hospitalization insurance coverage
- Hospitalization coverage for dependents
- Virtual share options (subject to terms and conditions)
- Bonus (subject to terms and conditions)
- Parking allowance on a claim basis
- Monthly meal allowance of RM600 or SGD400
- Annual learning allowance of USD500 (claim basis)
- Social activity allowance (claim basis)
- Annual company offsite