Position summary
We are looking for a driven and client-focused Customer Success Specialist to join our team. You will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our platform, achieve their business goals, and remain long-term partners.
This is a relationship-first role that sits at the intersection of technology, compliance, and finance, ideal for someone who thrives in a fast-moving environment and is passionate about the blockchain ecosystem.
Duties and responsibilities
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Own the end-to-end customer relationship post-sale, from onboarding through renewal and expansion.
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Conduct regular business reviews (QBRs) and check-ins to monitor client health, usage, and satisfaction.
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Serve as the voice of the customer internally, collaborating with Product, Sales, and Support to resolve issues and drive improvements.
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Deliver tailored training sessions and product walkthroughs for clients across varying levels of technical sophistication.
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Identify upsell and cross-sell opportunities within your portfolio and collaborate with Sales Executives to convert them.
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Monitor client engagement metrics and proactively address signs of churn risk.
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Assist clients in understanding blockchain analytics concepts, compliance workflows, and platform best practices.
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Support clients in the European markets, leveraging cultural and regional knowledge to build trusted relationships.
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Maintain accurate records of client interactions, health scores, and account plans in CRM systems (HubSpot).
Requirements
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English language proficiency is essential, fluency in other languages is a strong plus.
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3+ years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology.
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Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC).
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Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly.
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Proactive, organised, and data-driven approach to managing a portfolio of accounts.
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Comfortable working in a remote-first, fast-paced environment
Nice to have
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Experience working with or for crypto exchanges, financial regulators, or banks.
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Knowledge of regional regulatory frameworks.
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Experience using HubSpot CRM.
Customer Success Specialist (Remote) in London employer: Crystal Intelligence
Crystal Intelligence is an exceptional employer, offering a dynamic work environment where innovation meets purpose. As a leader in blockchain analytics, employees are empowered to drive significant technological advancements while enjoying a culture that prioritises collaboration and professional growth. With a focus on AI integration and a commitment to maintaining high customer satisfaction, team members can expect meaningful contributions to the future of the industry, alongside competitive benefits and opportunities for career development.
