Customer success manager

Job description

**⚡️ About Merkle Science** Merkle Science provides blockchain transaction monitoring and intelligence solutions for web3 companies, digital asset service providers, financial institutions, law enforcement and government agencies to detect, investigate and prevent illicit use of cryptocurrencies. Our vision is to make cryptocurrencies safe and provide infrastructure for the safe and compliant growth of cryptocurrencies. Merkle Science is headquartered in New York with offices in Singapore, Bangalore and London. The team has combined experience across Bank of America, Paypal, Luno, Thomson Reuters and Amazon. The company has raised over US$27 MM from SIG, Beco, Republic, DCG, Kenetic, GGV and several others. Be the primary point of contact and build long-term relationships with customers. Customer champion within Merkle Science who will work closely with the product team to advocate for key requirements of customers and identify new opportunities. Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors. Ensure the timely and successful delivery of our solutions according to customer needs and objectives. Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. Forecast and track key account metrics. Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests. Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis. Monitor and analyze customer's usage of our product. Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships. Drive upsells within existing customer base.