Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own and grow a portfolio of strategic web3 and fintech customers, serving as an executive-level partner and driving multi-product adoption. You will develop account and expansion plans, identify risks, lead activation and retention initiatives, and translate customer feedback into product priorities. You will also build scalable lifecycle programs, health models, dashboards, engagement experiments, and customer-success resources.
Requirements
- 8–10+ years of Customer Success or Account Management experience with strategic ownership of mid-market or enterprise accounts
- Experience with web3 or crypto and fintech or payments customers
- Knowledge of stablecoins, wallets, card programs, AML, KYB, and API-driven products
- Experience designing outbound engagement, activation experiments, and health models
- Analytics, data tools, AI, and dashboard-building skills
- Executive communication skills
- Fluency in English and Mandarin
Responsibilities
- Own and grow a portfolio of strategic web3 and fintech customer accounts
- Serve as the executive partner for customers and run QBRs and EBRs
- Map stakeholders and drive multi-product adoption
- Build customer relationships through consultative engagement and market insights
- Identify and pursue upsell and cross-sell opportunities
- Create expansion plans, forecast growth, identify risks, and coordinate resolutions
- Design, test, and iterate lifecycle programs with Sales, Marketing, and Product
- Build customer health scoring, churn predictors, adoption dashboards, and intervention playbooks
- Run measurable outbound engagement experiments
- Conduct structured customer feedback loops and influence product priorities
- Partner with Product and Data to define success metrics, run betas, find design partners, and enable feature launches
- Create account plans, success plans, and value reviews based on customer KPIs
- Contribute guides, playbooks, and templates for Customer Success