About the Role
You will manage strategic private-sector accounts across North America, define customer success outcomes, and create actionable success plans. You will use AI to analyze calls, account data, health signals, and feedback; support retention and expansion; prepare executive briefings; coordinate issue resolution; and turn customer insights into product input.
Requirements
- 5+ years of experience in crypto businesses, financial institutions, or fintechs
- Experience in financial crime, AML, sanctions, or investigations
- Experience owning senior stakeholder relationships and driving retention and expansion
- Fluency with AI tools for research, drafting, analysis, and account planning
- Ability to build reusable AI-assisted workflows and templates
- Strong communication skills for technical and executive audiences
- Availability for core overlap during North America business hours
- Willingness to provide occasional off-hours monitoring and travel across North America
Responsibilities
- Own the success of strategic private-sector customer accounts
- Create and validate 30/60/90-day customer success plans
- Identify churn risks and expansion opportunities
- Prepare customer QBRs and executive briefings
- Monitor customer-health and usage signals
- Build reusable AI prompts, templates, and workflows
- Synthesize customer feedback for product and engineering input
- Coordinate customer issue resolution and close the communication loop
Benefits
Hiring Process
Recruiter introduction, hiring manager interview, first round of 1–2 interviews, final round of 3–5 interviews, references, offer, and onboarding. The process may also include a case study, AI skills assessment, and Leadership Principles interview.