Summary

As an Associate Customer Success Manager, you'll develop a deep understanding of your customers' challenges and industry trends. By providing confident and consultative guidance, you'll demonstrate how Chainalysis can help customers achieve their business objectives. The ideal candidate can build strong relationships with customers and cross-functional teams internally, and is passionate about advocating for their customers' needs.

In this role, you'll:

1. Establish a regular cadence of contact and reviews with your customers that allows you to understand your stakeholders and their individual and organizational goals, proactively solve problems, and maintain optimal customer health with risks of customer churn identified early and mitigated effectively
2. Meet with customers both virtually and in-person, requiring travel 20-30% of the time based on customer and business needs
3. Directly contribute to increasing the adoption, renewal, and net retention of our most important customers by monitoring their usage, noticing meaningful trends, and executing strategic account plans 
4. Answer advanced product usage and technical questions related to data and investigations across our product suite
5. Collaborate cross-functionally and advocate for the needs of customers to leaders in different internal departments
6. Support cross-functional initiatives to improve the overall customer experience
7. Provide input on how to automate, simplify, and improve our daily workflows to make the Customer Success team more efficient and scalable

We’re looking for candidates who have:

1. 1-2 years Customer Success or Account Management experience with a digital or software product 
2. Prior experience in the technology space
3. Experience building out customer journeys, account plans and expanding product adoption
4. Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)
5. An interest in cryptocurrency and a passion to deliver on Chainalysis’ mission to build trust in blockchains

Nice to have experience:

1. Private sector, financial markets experience
2. Investigative or analytical experience within the financial services industry

Skills

• Accounting
• Communications Skills
• Cryptocurrency
• Team Collaboration