Enterprise Customer Success Manager - EMEA

Position Overview

Blockdaemon is excited to be seeking an Enterprise Customer Success Manager based in EMEA to help drive and grow our European revenue efforts. This CSM position will be a true advocate for both the customer’s voice in the business and the ambassador of Blockdaemon to our clients. This role will focus on our Mid-Tier and Enterprise customer types and will report directly to our Head of Customer Success.

As a member of the Customer Success team, you will be the point person in proactively engaging with our customers, teaching them new aspects of our product suite, and growing their portfolio with us. As such, this role requires deep technical knowledge and a firm understanding of crypto.

Candidates in London, Galway, and Dublin metropolitan areas will be prioritized.

Your Impact

• Run the entire Customer Success process: Onboarding, Adoption, and Renewal
• Educate and train customers on Blockdaemon’s product, business roadmap, and services to help better their ability to succeed
• Partner with internal Blockdaemon partners to align account activities with the customer's business case and strategy
• Anticipate decisions, explore and uncover business needs, and understand how Blockdaemon’s range of product offerings can grow the customer’s business
• Maintain exceptional levels of organization in your workflows - you understand what it means to be responsible for a customer portfolio and to prioritize your time efficiently
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customer's business needs
• Lead the renewal motion with customers and leverage a team of Blockdaemon resources for assistance
• Handoff customer upsell opportunities to the Sales Executive team
• Ensure client retention and satisfaction

Role Requirements

• Interpersonal Savvy: It’s important to shift gears effortlessly among different teams and customer types
• 4+ years working in Customer Success, Sales Engineering, or Solutions Consultancy
• Solid technical troubleshooting skills
• Ability to learn new products and technologies
• Knowledge of blockchain technology and cryptocurrency products
• Excellent collaboration and communication skills
• Ability to adopt a continuous improvement mindset and actively contribute to the processes and procedures of the Customer Success team

Nice-to-Haves

• Background in cryptocurrency, blockchain, or Web3 startups
• CRM familiarity (Hubspot, Salesforce) as well as CSM platforms (Gainsight, Churnzero)
• Multilingual communicator (Arabic, German, French)