Senior Customer Success Manager

Summary

Join CoinsPaid as a Senior Customer Success Manager and play a pivotal role in driving growth for our high-value merchant accounts. You will act as a strategic advisor, crafting joint growth plans, optimizing processing volumes and revenue, and ensuring client satisfaction. Leverage data-driven insights to create long-term growth strategies, mitigate risks, and increase ROI. Collaborate with various departments to ensure overall merchant satisfaction and influence roadmap priorities. Provide valuable client insights to enhance product development and positioning. Serve as a crypto payment consultant, guiding merchants through best practices for crypto adoption. This role requires fluency in Russian and English and significant experience in customer success or strategic account management within the B2B sector, preferably in crypto or fintech.

Requirements

• 4+ years of experience in Customer Success or Strategic Account Management proactively managing a portfolio of B2B clients preferably in crypto or fintech
• Strategic Account Growth expertise: Proven track record of achieving growth KPIs, managing multiple merchants, creating and executing multi-level account growth plans
• Business & technical acumen: Comfortable having business technical conversations with merchants; preferably business level understanding of how APIs work; technical skills are not required for the role
• Data-driven problem solving: Experience analysing client data independently and subsequently uncovering client growth opportunities and optimizations
• Change management & resilience: Thrive in dynamic hyper-growth, regulatory-shifting environments; you anticipate risk and keep merchants two steps ahead
• C-level communication: Experience directly communicating with C-level executives on the side of the merchant
• Ability to travel to industry events, client visits several times a year depending on merchant needs
• Fluent in Russian and English

Responsibilities

• Strategic account ownership: Act as the-go-to advisor for a portfolio of enterprise merchants, crafting joint growth plans that expand product adoption, optimise processing volumes and revenue, and ensure overall client retention and satisfaction
• Growth: Translate your deep knowledge and understanding of each client’s business model into proactive growth planning, quarterly business reviews, face-to-face meetings and executive-level roadmaps for mutual success with adherence to growth KPIs
• Data-driven decisions: Proactively leverage client data and merchant trends in order to create and execute long term growth strategies for your merchants, drive increasing ROI and mitigate any potential risks
• Cross-functional collaboration: Thrive in your relationship with Operational department, Product, Compliance, Risk, Legal and Support to ensure all round merchant satisfaction; influence roadmap priorities and escalate blockers to foster the relationship with your merchants
• Voice of the merchant: Channel client insights back to Coinspaid to sharpen positioning, new products development and feature fit
• Payment Crypto consultant: Serve as a consultant and coach for your merchants through providing them with industry insights and guiding them through the best practices of crypto adoption

Preferred Qualifications

Fintech/ Crypto experience