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Customer Success Associate, API (L2)

1 month ago
Malaysia
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Agile Blockchain CRM HubSpot
Apply Now
CoinGecko

CoinGecko

CoinGecko is a leading cryptocurrency ranking website offering a detailed evaluation of digital currencies based on various metrics.

IT Services
51-250
Founded 2014
View All Jobs 12

Description

  • Guide new customers through the onboarding process and create tailored onboarding materials and training programs.
  • Build and maintain strong relationships with key accounts as the main point of contact.
  • Conduct regular check-ins, document customer health, and identify opportunities to improve satisfaction.
  • Proactively reduce churn and support contract renewals by monitoring engagement and addressing risks.
  • Partner with Account Executives to identify upsell and cross-sell opportunities within existing accounts.
  • Provide customer support through email, Telegram, and Slack, including troubleshooting and issue escalation.
  • Educate customers on product features and benefits and create resources such as FAQs and guides.
  • Advocate for customer needs internally by sharing feedback with product and other teams.
  • Contribute to customer success process improvements, playbooks, and best practices.
  • Mentor interns and junior team members, share knowledge, and support ad hoc company tasks.

Requirements

  • 5-8 years of experience in customer success, support, or a related role, preferably in tech or fintech.
  • Bachelor’s degree in Business, Communications, or a related field is a plus.
  • Strong understanding of CoinGecko’s API service and the ability to learn customer, blockchain, cryptocurrency, and business domain knowledge quickly.
  • Experience with customer success best practices, including onboarding, relationship management, support, and retention strategies.
  • Proficiency with SaaS metrics and principles such as churn, renewal rate, revenue uplift, and CSAT.
  • Experience using CRM tools such as HubSpot and other data tools to derive insights and make decisions.
  • Ability to manage multiple projects, including scope, risks, costs, timelines, and deliverables.
  • High attention to detail with a strong focus on accuracy and quality.
  • Strong negotiation, persuasion, communication, and stakeholder management skills.
  • Interest in blockchain, cryptocurrency, NFT, web3, and metaverse topics.

Benefits

  • Remote work flexibility, with optional office space in Malaysia and Singapore.
  • Life and hospitalization insurance coverage, including hospitalization coverage for dependents.
  • Virtual share options, subject to terms and conditions.
  • Bonus eligibility, subject to terms and conditions.
  • Parking allowance on a claim basis.
  • Monthly meal allowance of RM600 or SGD400.
  • Annual learning allowance of USD500 on a claim basis.
  • Social activity allowance and an annual company offsite.

Interested in this position?

Apply directly on the company website

Apply Now

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