Own the end-to-end customer relationship post-sale, from onboarding through renewal and expansion.
Conduct regular business reviews (QBRs) and check-ins to monitor client health, usage, and satisfaction.
Serve as the voice of the customer internally, collaborating with Product, Sales, and Support to resolve issues and drive improvements.
Deliver tailored training sessions and product walkthroughs for clients across varying levels of technical sophistication.
Identify upsell and cross-sell opportunities within your portfolio and collaborate with Sales Executives to convert them.
Monitor client engagement metrics and proactively address signs of churn risk.
Assist clients in understanding blockchain analytics concepts, compliance workflows, and platform best practices.
Support clients in the CIS and Central Asian markets, leveraging cultural and regional knowledge to build trusted relationships.
Maintain accurate records of client interactions, health scores, and account plans in CRM systems (HubSpot).

Russian language fluency is essential (native or near-native); Kazakh language skills are a strong advantage.
Proficiency in English (written and spoken).
3+ years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology.
Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC).
Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly.
Proactive, organised, and data-driven approach to managing a portfolio of accounts.
Comfortable working in a remote-first, fast-paced environment.

Customer Success Manager

Key skills