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Merkle Science is a blockchain transaction monitoring and intelligence platform serving web3 companies, digital asset service providers, financial institutions, law enforcement, and government agencies. The company helps detect, investigate, and prevent illicit cryptocurrency use, with a mission to make cryptocurrencies safe and enable compliant growth in the ecosystem.
As Customer Success Manager, you will be the primary point of contact for key accounts, building long-term relationships and serving as a customer champion within Merkle Science. You will work closely with the product team to advocate for customer requirements, identify expansion opportunities, and develop trusted advisor relationships with key stakeholders and executive sponsors.
Key responsibilities include ensuring timely and successful delivery of solutions aligned with customer objectives; communicating progress on monthly and quarterly initiatives to internal and external stakeholders; forecasting and tracking key account metrics; monitoring and analyzing customer product usage; collaborating with the Sales team on client onboarding and integration; and driving upsells within the existing customer base. You will own customer satisfaction and exceptional service delivery on a day-to-day basis, enhance the organization's reputation through ownership of new requests, and handle changing requirements and unforeseen problems with resilience and positivity.
Merkle Science is headquartered in New York with offices in Singapore, Bangalore, and London. The team includes veterans from Bank of America, PayPal, Luno, Thomson Reuters, and Amazon. The company has raised over $27M from leading investors including SIG, Beco, Republic, DCG, Kenetic, and GGV.
REQUIREMENTS:
- Fluent in English
- Minimum 3 years of prior account management experience
- Previous compliance, web3, or blockchain experience
- At least 1 prior early-stage startup experience
- Proven ability to upsell with exceptionally strong relationship and people management capabilities
- Creative problem solver, results-driven and self-motivated
- Resilient personality; reacts well under pressure
- High emotional intelligence; well organized with ability to prioritize workload and use time effectively
- Ability to handle changing requirements and unforeseen problems rapidly and positively
