At Request Finance, you will be working on enhancing the platform used by over 2,000 companies like AAVE, The Sandbox, and Maker to manage their B2B payments. Managing crypto and fiat payments is an administrative nightmare for businesses.
Our app solves that with thoughtful features like a dashboard showing all your invoices and their on-chain payment statuses, paying hundreds of invoices to different wallets in a few clicks, scheduling recurring invoices, and more.
We are looking for a dynamic and results-driven Customer Success Manager to strengthen our team and fuel our growth. In this role, you will be responsible for empowering smooth onboarding, driving the success and retention of our customers, and identifying opportunities for growth and expansion within our customer base.
The responsibilities are highly cross-functional, and you will work closely with the Product, Engineering, and Marketing teams.
This job is available for full-time.
THE MISSION
Supportive Onboarding:
- Facilitate a seamless transition from the Sales team, providing continuous support as new customers join our platform.
- Guide new customers through the account setup and implementation process.
- Offer assistance and address any questions during the free trial period, advocating internally for prompt resolution of any needs.
Relationship Building:
- Setup preferred communication channels to foster smooth communication with customers and keep the conversation engaging
- Schedule regular check-ins to grasp each customer's goals, challenges, and evolving expectations.
- Work collaboratively with customers, Product and Dev Teams to co-create solutions tailored to their needs.
Empowering Product Adoption:
- Motivate customers to fully explore and leverage the capabilities of our products and services.
- Showcase the product through personalized demos and supportive resources like tutorial videos and articles.
- Partner with the marketing and Product Team to keep clients informed about the latest features and platform updates,
Enhancing engagement and partnership:
- Monitor customer activity to support them in platform usage and proactively detect any challenges
- Engage clients as long-term partners in shaping our platform for market success.
- Empower our clients to become enthusiastic Request ambassadors.
QUALIFICATIONS
- You have a strong understanding of the crypto ecosystem
- You benefit from an experience in a customer-facing role, either as a CSM or an AE
- You are fluent in English
- Knowledge of HubSpot and Intercom are a plus (or another CRM and ticketing tools)
About you:
- Client-Focused: You prioritize client needs in all business goals, regularly collecting and acting on feedback.
- Organized: You efficiently track deadlnes, deliverables and maintain progressive documentation.
- Effective Communicator: You expertly handle written and verbal communication, promptly addressing inquiries and managing customer messages.
- Data-Driven: You naturally integrate data for informed decision-making in daily operations.
- Independent Work Ethic: You quickly grasp new concepts and processes, proactive in taking initiative, and capable of achieving desired outcomes autonomously.