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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 is headquartered in New York with offices in Singapore, Bangalore, and London, and has raised over $27M from leading investors including SIG, Beco, DCG, and GGV.
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 upsell opportunities, and ensure successful delivery of solutions aligned with customer objectives.
Key responsibilities include:
- Develop trusted advisor relationships with key account stakeholders and executive sponsors
- Ensure timely and successful delivery of solutions according to customer needs
- Communicate progress on monthly/quarterly initiatives to internal and external stakeholders
- Forecast and track key account metrics
- Monitor and analyze customer product usage patterns
- Collaborate with the Sales team on client onboarding, integration, and relationship development
- Drive upsells within the existing customer base
- Maintain exceptional day-to-day client service and satisfaction
- Accept ownership for new requests and enhance organizational reputation
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 strong relationship and people management capabilities
- Creative problem solver, results-driven and self-motivated
- Resilient personality that reacts well under pressure
- High emotional intelligence with strong organizational skills and time management
- Ability to handle changing requirements and unforeseen problems rapidly and positively
