Customer Success Manager - APAC

Nansen is a blockchain analytics platform that enriches on-chain data with millions of wallets labels. Crypto investors use Nansen to discover opportunities, perform due diligence and defend their portfolios with our real-time dashboards and alerts.

About the Role:

We are seeking a dynamic and results-driven Growth Customer Success Manager to join our team. In this role, you will be responsible for

• Driving the success and retention of our customers while also identifying opportunities for growth and expansion within our customer base.
• Managing and nurturing leads generated through various channels, converting them into opportunities, and ultimately closing deals.
• The ideal candidate is passionate about customer success, sales, proactive in identifying customer needs, and adept at building and nurturing relationships.

Responsibilities:

• Serve as the primary point of contact for a portfolio of customers, building strong relationships and ensuring their ongoing success and satisfaction.
• Develop a deep understanding of each customer’s goals, challenges, and needs, and proactively identify opportunities to drive value and growth.
• Collaborate closely with the wider GTM team to onboard new customers, drive adoption of our products or services, and expand customer accounts.
• Manage and prioritize a pipeline of leads generated through inbound inquiries
• Engage with leads through multiple communication channels, including video calls, email, and social media, to qualify their needs and identify potential opportunities.
• Conduct thorough needs assessments and discovery calls to understand prospects’ pain points, challenges, and objectives, and effectively articulate how our products or services can address their needs.
• Conduct regular check-ins with customers to assess satisfaction, gather feedback, and address any issues or concerns in a timely manner.
• Act as a trusted advisor to customers, providing guidance, best practices, and recommendations to help them achieve their goals and maximize the value of our products or services.
• Track key account metrics and KPIs, analyze customer data, and generate insights to inform strategic decision-making and drive customer success initiatives.
• Stay up-to-date on industry trends, best practices, and emerging technologies in customer success and continuously leverage this knowledge to improve our processes and practices.

Must-Haves:

• Deep knowledge of the wider crypto ecosystem and experience trading crypto
• 2+ years in a customer-facing role, either as a CSM or an AE
• Covering APAC timezones
• Fluent in English

Nice-to-Haves:

• 2+ years of experience working on a crypto/Web3 team
• Experience in a customer-facing role with investors