Chainalysis is hiring a

Web3 Manager, Customer Success, W-EMEA

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.

We are looking for a leader that will help grow the team and support our customer base across the UK/I. You will support the mission of your customers every day by leading a team that manages the adoption and successful implementation of our solutions and services. The West EMEA Manager, Customer Success will be passionate about the customer’s mission and ensuring their success in all things post-sales. We measure ourselves by things like retention, user adoption, and overall satisfaction.

In one year you’ll know you were successful if…

• You have identified a hiring plan for the UK/I market to ensure proper bandwidth for all team members to help grow the region according to forecast and capacity model.
• Taken a hands-on approach to lead the team, but also to manage some of our high profile strategic accounts.
• You’ve created a plan for developing strong relationships with the largest customers in the region and identified all key players and their missions.
• You’ve worked closely with sales, professional services, training and other internal teams to ensure proper collaboration cross-departmentally to retain and grow our UK/I business.
• You are the voice of our customers and have built internal credibility to push forward customer feedback and product initiatives.
• Helped design account plans and contributed to successful strategy meetings to define goals and track regular progress on how we are pacing towards those goals.
• You have furthered the efficiency and scalability of the team by automating, simplifying, and improving daily workflows.

A background like this helps:

• Experience managing a team of Customer Success Managers, technical account managers or similar in a high-growth SaaS business
• Comfort working in a fast-paced, evolving, ambiguous environment
• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)
• Has built out and improved processes and workflows for customer facing teams
• Comfortable with the different steps of a commercial negotiation cycle
• Knowledge of or a desire to learn more about cryptocurrency
• Public Sector experience would be a plus

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