Head of Customer Success
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