Customer Success Associate, API (L2)

5-8 years of experience in customer success, support, or related roles, preferably in the tech or fintech industry. Bachelor’s degree in Business, Communications, or a related field is a plus. Understand CoinGecko’s API service and establish rapport with clients. Ability to quickly pick up customer, blockchain/cryptocurrency, and business domain knowledge. Proficiency in using data tools to derive insights and make actionable decisions. Expertise in customer success best practices, including onboarding, relationship management, support, and retention strategies. Proficient with SaaS standard principles of Churn, Renewal Rate, Revenue Uplift, and CSAT. Proficient in using CRM tools such as Hubspot. Ability to set goals, plan, and manage multiple projects, including risks, costs, time, and team members. High attention to detail and accuracy. Goal-oriented in identifying trends, preparing sales forecasts, developing sales strategy, and implementing sales targets. Ability to interpret sales data and translate into actionable insights. Self-motivated, resourceful, and entrepreneurial mindset. Solid negotiation and persuasion skills with sound business acumen. Excellent communicator, able to build relationships within the team and externally. Ability to present and influence key stakeholders at all levels. Self-motivated and able to work independently with minimal supervision. Strong sense of self-leadership, curiosity, and creativity in improving projects and workflows. Ability to solve problems with many constraints, assess risks, and present data-informed arguments. Ability to work effectively with sales, product, marketing, and support teams. Keen interest in blockchain, cryptocurrency, NFT, web3, and metaverse topics.

Guide new customers through onboarding to CoinGecko's API service. Develop and implement tailored onboarding materials and training programs. Build and maintain strong relationships with key accounts. Conduct regular check-ins to assess customer satisfaction and identify improvement areas. Ensure consistently high Customer Satisfaction Score. Develop strategies to reduce customer churn through proactive engagement and issue resolution. Lead efforts for contract renewals to maintain a high renewal rate. Collaborate with Account Executives to identify revenue expansion opportunities. Provide prompt and efficient customer support via email, Telegram, and Slack. Troubleshoot customer issues and escalate as necessary. Educate customers on product features and benefits. Develop educational resources like FAQs and guides. Advocate for customer needs and feedback within the company. Gather and document customer feedback on product performance and user experience. Contribute to developing and improving customer success processes and best practices. Stay up-to-date with industry trends and technologies. Work closely with internal/external teams for effective customer engagement. Mentor interns and junior-mid team members. Provide feedback on the work of junior and mid-level team members. Participate in knowledge sharing activities. Support ad hoc tasks as required.