Customer Success Specialist (Remote)

About the role

We are looking for a driven and client-focused Customer Success Specialist to join our team. You will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our platform, achieve their business goals, and remain long-term partners. This is a relationship‑first role that sits at the intersection of technology, compliance, and finance, ideal for someone who thrives in a fast‑moving environment and is passionate about the blockchain ecosystem.

Key responsibilities

• Own the end‑to‑end customer relationship post‑sale, from onboarding through renewal and expansion.
• Conduct regular business reviews (QBRs) and check‑ins to monitor client health, usage, and satisfaction.
• Serve as the voice of the customer internally, collaborating with Product, Sales, and Support to resolve issues and drive improvements.
• Deliver tailored training sessions and product walkthroughs for clients across varying levels of technical sophistication.
• Identify upsell and cross‑sell opportunities within your portfolio and collaborate with Sales Executives to convert them.
• Monitor client engagement metrics and proactively address signs of churn risk.
• Assist clients in understanding blockchain analytics concepts, compliance workflows, and platform best practices.
• Support clients in the European markets, leveraging cultural and regional knowledge to build trusted relationships.
• Maintain accurate records of client interactions, health scores, and account plans in CRM systems (HubSpot).

Required profile

• English language proficiency; fluency in additional languages is a strong plus.
• 3+ years of experience in Customer Success, Account Management, or a client‑facing role within fintech, SaaS, or compliance technology.
• Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC).
• Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly.
• Proactive, organised, and data‑driven approach to managing a portfolio of accounts.
• Comfortable working in a remote‑first, fast‑paced environment.