Opportunities in the Volt Capital portfolio

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Customer Success Manager - APAC

Nansen

Nansen

Customer Service, Sales & Business Development
Remote · Asia
Posted on Wednesday, April 3, 2024

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