Chainalysis is hiring a

Web3 Customer Success Manager, US Department of Defense

Our Customer Success team is insatiably curious and adept at problem-solving. We use data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. We’re also extremely collaborative and work cross-functionally to share the insights we learn from our customers.

The Customer Success Manager responsible for our US Department of Defense (DoD) business is passionate about the customer’s mission and ensuring their success. We measure ourselves by things like user adoption, retention, and overall satisfaction.

Within a year you are successful if…

• Our customers trust and rely on you to help them achieve their goals
• You’ve established strong relationships with influential users in a customer organization and converted them into Chainalysis champions
• You understand customers’ challenges and industry trends and consult on how Chainalysis can help them achieve their objectives
• You can confidently answer advanced product usage and technical questions related to data and investigations across our product suite
• You’ve established a regular cadence of contact and reviews for your book of business that allows you to understand your customers and their goals, proactively solve problems, and maintain optimal customer health scores
• You’ve directly contributed 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
• Any risk of customer churn is identified early and mitigated effectively
• The feedback you’ve provided to our internal teams as the “Voice of the Customer” has resulted in product improvements and new features
• You collaborate cross-functionally and advocate for the needs of customers to leaders in different departments
• The cross-functional initiatives you participated in improve the overall customer experience and lead to greater happiness and dedication among our customers
• The Customer Success team is more efficient and scalable thanks to your input on how to automate, simplify, and improve our daily workflows
  
  

A background like this helps:

• Customer Success or Account Management experience on a digital or software product catering to US Government customers
• Prior working experience in the technology space across the US Department of Defense
• A Top Secret clearance or the ability to obtain one
• Knowledge of the US Department of Defense command structure and major programs preferred
• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)
• An interest in cryptocurrency

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