Senior Customer Success Associate (L3)

CoinGecko is a global leader in tracking cryptocurrency data. Operating since 2014, CoinGecko has built the world's largest cryptocurrency data platform, tracking over 10,000 tokens across more than 400 exchanges, serving over 300 million page views in more than 100 countries. We are proud to have played a major part in mainstream awareness, adoption, and education of cryptocurrency globally.

We at CoinGecko believe that cryptocurrency and blockchain will define the future of finance, bringing greater financial and economic freedom around the world. In anticipation of that future, CoinGecko is building the foundation to scale cryptocurrency market data to serve billions.

• Please note that this is a role based in Malaysia, specifically in Selangor or Kuala Lumpur.

• Annual On-Target Earning (OTE) for a Senior (L3) role is RM135,534.

• For more junior candidates, we may evaluate you as an L2, where the annual OTE is RM97,624.

• Learn more about our level structure at CoinGecko's Career Progression.

What You'll Be Doing

• Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth and positive introduction to CoinGecko’s API service. Develop and implement onboarding materials and training programs tailored to different customer segments.
• Customer Relationship Management: Build and maintain strong customer relationships with key accounts, acting as their main point of contact. Conduct and document regular check-ins to assess customer satisfaction and identify areas for improvement.
• Customer Satisfaction (CSAT): Ensure a consistently high Customer Satisfaction Score by delivering outstanding service and proactively addressing customer needs.
• Churn Reduction: Develop strategies to reduce customer churn through proactive engagement, issue resolution, and personalized support.
• Renewal Rate: Lead efforts for contract renewals to maintain a high renewal rate by consistently monitoring customer engagement and addressing any potential risks.
• Revenue Expansion and Uplift: Collaborate with Account Executives to identify and support revenue expansion opportunities within existing accounts, contributing to upsell and cross-sell initiatives. Focus on maximizing account potential through strategic growth and optimization of existing relationships.
• Support & Issue Resolution: Provide prompt and efficient customer support via various channels (email, Telegram, Slack). Troubleshoot customer issues, escalating to the appropriate teams when necessary.
• Product Education: Educate customers on the features and benefits of CoinGecko’s products/services. Develop educational resources such as FAQs and guides to help customers maximize product usage.
• Customer Advocacy: Advocate for customer needs and feedback within the company, working with the product team to address customer concerns and improve offerings. Represent the customer's voice in internal meetings and strategy sessions.
• Product Feedback: Gather and document customer feedback on product performance and user experience. Work with the product team to prioritize and implement improvements based on customer insights.
• Process Improvement: Contribute to developing and improving customer success processes and best practices. Create and refine playbooks for customer engagement and support.
• Plugged-in: Stay up-to-date with emerging trends and technologies in the industry to ensure the team stays ahead of the competition.
• Team player: Work closely with relevant internal/external teams to ensure effective customer engagement and satisfaction. Able to answer technical questions from other departments or outside the organization related to our API service.
• Coaching: Able to mentor interns as well as junior-mid team members. Provide material feedback on the work of junior and mid-level team members. Participate in knowledge sharing activities.
• You are required to support any ad hoc tasks as required by the company.

What We Look For In You

• Proven track record: You have 5-8 years of experience in customer success, support, or related roles, preferably in the tech or fintech industry.Education: Bachelor’s degree in Business, Communications, or a related field is a plus.
• Product knowledge: You understand CoinGecko’s API service to successfully establish rapport with clients. You demonstrate the ability to pick up customer knowledge, blockchain/cryptocurrency industry and domain knowledge, as well as overall business and department operations quickly.
• You demonstrate the ability to use the various data tools to derive insights and make actionable decisions.
• Customer Success Knowledge: You have expertise in customer success best practices, including onboarding, relationship management, support, and retention strategies.
• Familiarity with Software-as-a-Service (SaaS): You are proficient with SaaS standard principles of Churn, Renewal Rate, Revenue Uplift, and CSAT.
• Familiarity with data tools: You are proficient in using CRM tools such as Hubspot. You have the ability to use the various data tools to derive insights and make actionable decisions.
• Project management: You can set goals, plan and manage multiple projects, including the risks, costs, time, and team members involved. You take ownership of the projects by ensuring all deliverables and targets are met within the agreed timeline.
• Operational excellence: You have a keen eye for detail and an exceptionally high bar for accuracy and quality. You also hold your peers to similar standards in their work.
• Result- & data-driven: You are goal-oriented in identifying trends, preparing sales forecasts, developing sales strategy, and implementing sales targets. You have the ability to interpret sales data and translate them into data-driven, actionable insights.
• Entrepreneurial: You are self-motivated, resourceful, and have an entrepreneurial mindset with the ability to succeed in a fast-paced and highly agile environment.
• Negotiation & persuasion skills: You are equipped with solid negotiation and persuasion skills with sound business acumen to obtain stakeholders’ buy-in and close deals. You can deep dive and understand customer use cases to propose a win-win outcome as CoinGecko customers.
• People skills: You are an excellent communicator who can build working relationships within the team and externally with customers. You can present and influence key stakeholders at all levels, from associates to C-level. 
• Leadership: You are self-motivated and can work independently with minimal supervision. You have a strong sense of self-leadership and are curious and creative in finding ways to improve existing projects and workflows.
• Problem solving: You demonstrate the ability to figure out solutions to hard problems with many constraints, using sound judgment to assess risks, and to lay out your argument in a well-structured, data-informed, written narrative. You are passionate about solving problems faced by stakeholders together with strong empathy.
• Team player: You can work effectively with sales, product, marketing, and support teams to ensure seamless customer experiences. You act as a bridge between departments to communicate customer feedback, advocate for customer needs, and align on strategic initiatives.
• Growth mindset: You love delving into new technologies and new ways of doing things.
• Web3 interest: You have a keen interest in blockchain, cryptocurrency, NFT, web3, and metaverse topics.

Perks at CoinGecko:

• Remote Work Flexibility: Work wherever you feel most productive. We also provide office space in 1Powerhouse (Malaysia) and WeWork (Singapore) if you ever feel like meeting your colleagues in person.

• Flexible Working Hours: No 9-5 structure, work the hours you need to get your tasks done.

• Comprehensive Insurance Coverage: We provide life, medical, and critical illness insurance.

• Virtual Share Options: You'll be entitled to virtual options, with terms and conditions.

• Bonus: You’ll be entitled to a bonus, with terms and conditions.

• Parking Allowance: You will be given a monthly fixed allowance of RM 150 or SGD 100 to ease the cost of traveling.

• Meal Allowance: You will be given a monthly fixed allowance of RM600 or SGD400 to subsidize the cost of your meals.

• Learning Allowance: You will be allocated an annual budget of USD500 (claim basis) to help you continuously learn in the pursuit of your professional and personal development.

• Social Activity Allowance: Want to set a date to watch a movie or play futsal with your colleagues? Get it organized and we subsidize a portion (claim basis) of the cost.

• Annual Company Offsite: We gather once a year to meet each other in person, reflect on the year, and partake in social activities!

CoinGecko is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

Interested in being a Gecko? Hit the apply button to get started on your application!