Customer Success Manager

Summary

Join Kiln, a leading enterprise-grade rewards platform, as a Customer Success Manager to support our local expansion and provide outstanding service to enterprise customers in the Eastern US (New York or remote). You will act as a trusted advisor, deeply understanding their business needs and helping them maximize the use of Kiln's products and services. This role involves designing onboarding plans, liaising between customers and technical teams, addressing technical challenges, leading quarterly reviews, and identifying upselling opportunities. Kiln offers a competitive salary, equity share options, flexible holidays, flexible remote work, internet allowance, and a significant personal development budget. The ideal candidate possesses 4+ years of B2B customer success experience in the technology sector, with a focus on blockchain or fintech, and a genuine interest in Web3. This is a full-time position; visa sponsorship is not provided.

Requirements

• 4+ years in B2B customer success, account management , or a similar role in the technology sector, preferably in blockchain or fintech industries
• 1+ year of experience in web3, blockchain, and cryptocurrency — with an understanding of blockchain technology and its application in different use cases
• Excellent communication and interpersonal skills, with a proven ability to manage and foster relationships with diverse stakeholders
• Strong analytical and problem-solving skills
• Familiarity with CRM software (Kiln uses Hubspot)
• Ability to work independently in a fast-paced and evolving environment
• Genuine interest in Web3 , blockchain, cryptocurrency, and smart contracts

Responsibilities

• Understand our client’s technical set-up and business, and how we can best serve them. Sometimes this may involve working it out for the first time
• Design and implement comprehensive onboarding plans for new customers, ensuring a smooth transition and rapid adoption of our products. Occasionally, this may involve switching from another provider
• Act as the liaison between customers and technical teams to facilitate efficient product implementation and customization
• Keep customers informed of all upcoming product updates and enhancements. Gather feedback from customers on features and work with the product development team to incorporate customer insights into future releases
• Address any technical challenges and ensure solutions are provided in a timely and effective manner. Be an advocate for the customer within our organization
• Lead quarterly reviews with key customer stakeholders to discuss product performance, understand their business needs, and align our services accordingly
• Identify upselling and cross-selling opportunities. Work with Account Executives, other GTM team members, and other Kilners to reach company goals

Preferred Qualifications

• Additional language skills in Spanish and/or Portuguese
• Understand tech concepts or have strong tech curiosity (you will need to meaningfully contribute in meetings with engineers)
• Data analytics skills (Excel, Python, etc)
• Experience in a fast-growing, early-stage company
• Relationships in the region with relevant businesses

Benefits

• A fast-paced, no bureaucratic work environment
• Equity share options in the business: if Kiln succeeds, we all succeed!
• Competitive salary
• Flexible holiday
• Flexible remote working
• Internet connection paid up to €50/month
• Significant personal development and tech conf budget