Customer Success Manager (US)
Offer summary
Qualifications:
At least 4 years of experience in B2B customer success, account management, or similar roles in the technology sector., Preferably experienced in blockchain, fintech, or related industries., Strong understanding of web3, blockchain, and cryptocurrency technologies., Excellent communication, interpersonal, and problem-solving skills..Key responsibilities:
- Support regional post-sales activities and ensure customer satisfaction.
- Design and implement onboarding plans for new customers to facilitate product adoption.
- Act as a liaison between customers and technical teams for product implementation and customization.
- Lead quarterly reviews with key stakeholders to align services with their business needs.
Job description
Full time New York or Remote Eastern US ($110k$150K + bonus + equity)
Kiln is now part of the prestigious French Government program #FT120 from La French Tech! 🎉 🇫🇷As Customer Success Manager, you will support our local expansion, being responsible for postsales in the region. You’ll ensure our enterprise customers receive outstanding service and support, becoming their trusted advisor, deeply understanding their business and needs, and helping them get the most out of Kilns products and services.
Responsibilities:
Understand our client’s technical setup and business, and how we can best serve them. Sometimes this may involve working it out for the first time.
Design and implement comprehensive onboarding plans for new customers, ensuring a smooth transition and rapid adoption of our products. Occasionally, this may involve switching from another provider.
Act as the liaison between customers and technical teams to facilitate efficient product implementation and customization.
Keep customers informed of all upcoming product updates and enhancements. Gather feedback from customers on features and work with the product development team to incorporate customer insights into future releases.
Address any technical challenges and ensure solutions are provided in a timely and effective manner. Be an advocate for the customer within our organization.
Lead quarterly reviews with key customer stakeholders to discuss product performance, understand their business needs, and align our services accordingly.
Identify upselling and crossselling opportunities. Work with Account Executives, other GTM team members, and other Kilners to reach company goals.
Requirements:
4+ years in B2B customer success, account management, or a similar role in the technology sector, preferably in blockchain or fintech industries.
1+ year of experience in web3, blockchain, and cryptocurrency — with an understanding of blockchain technology and its application in different use cases.
Excellent communication and interpersonal skills, with a proven ability to manage and foster relationships with diverse stakeholders.
Strong analytical and problemsolving skills.
Familiarity with CRM software (Kiln uses Hubspot).
Ability to work independently in a fastpaced and evolving environment.
Genuine interest in Web3, blockchain, cryptocurrency, and smart contracts
Check our Tech Blog [https:www.kiln.fiblog] and OpenSource Contribution [https:www.kiln.fiopensource]
Understand tech concepts or have strong tech curiosity (you will need to meaningfully contribute in meetings with engineers)
Kiln is the leading enterprisegrade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our APIfirst platform provides fully automated validators, staking & DeFi protocols access, and comprehensive data and commission management.
With $11+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 5% of the network through 45,000+ validators — all with zero slashing events.
Kiln serves more than 140 leading customers, including Binance, BitPanda, Bitgo, Fireblocks, VanEck, and TrustWallet.
Our team of 90 ecosystem enthusiasts brings experience from industry leaders like Google, Circle, Ledger, Chainalysis, and other prominent technology and cryptocurrency companies.
Weve raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures...
Join Kiln and help us make the web more secure, stable, decentralized, and fair!
As Customer Success Manager, you will support our local expansion, being responsible for postsales in the region. You’ll ensure our enterprise customers receive outstanding service and support, becoming their trusted advisor, deeply understanding their business and needs, and helping them get the most out of Kilns products and services.
Responsibilities:
Understand our client’s technical setup and business, and how we can best serve them. Sometimes this may involve working it out for the first time.
Design and implement comprehensive onboarding plans for new customers, ensuring a smooth transition and rapid adoption of our products. Occasionally, this may involve switching from another provider.
Act as the liaison between customers and technical teams to facilitate efficient product implementation and customization.
Keep customers informed of all upcoming product updates and enhancements. Gather feedback from customers on features and work with the product development team to incorporate customer insights into future releases.
Address any technical challenges and ensure solutions are provided in a timely and effective manner. Be an advocate for the customer within our organization.
Lead quarterly reviews with key customer stakeholders to discuss product performance, understand their business needs, and align our services accordingly.
Identify upselling and crossselling opportunities. Work with Account Executives, other GTM team members, and other Kilners to reach company goals.
4+ years in B2B customer success, account management, or a similar role in the technology sector, preferably in blockchain or fintech industries.
1+ year of experience in web3, blockchain, and cryptocurrency — with an understanding of blockchain technology and its application in different use cases.
Excellent communication and interpersonal skills, with a proven ability to manage and foster relationships with diverse stakeholders.
Strong analytical and problemsolving skills.
Familiarity with CRM software (Kiln uses Hubspot).
Ability to work independently in a fastpaced and evolving environment.
Genuine interest in Web3, blockchain, cryptocurrency, and smart contracts
Check our Tech Blog [https:www.kiln.fiblog] and OpenSource Contribution [https:www.kiln.fiopensource]
Understand tech concepts or have strong tech curiosity (you will need to meaningfully contribute in meetings with engineers)
Kiln is the leading enterprisegrade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our APIfirst platform provides fully automated validators, staking & DeFi protocols access, and comprehensive data and commission management.
With $11+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 5% of the network through 45,000+ validators — all with zero slashing events.
Kiln serves more than 140 leading customers, including Binance, BitPanda, Bitgo, Fireblocks, VanEck, and TrustWallet.
Our team of 90 ecosystem enthusiasts brings experience from industry leaders like Google, Circle, Ledger, Chainalysis, and other prominent technology and cryptocurrency companies.
Weve raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures...
Join Kiln and help us make the web more secure, stable, decentralized, and fair!
Requirements:
Required profile
Experience
Other Skills
- Problem Solving
- Technical Curiosity
- Microsoft Excel
- Social Skills
- Relationship Management
- Communication
- Analytical Skills
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