Customer Success Manager

Messari

Anywhere Remote only

Full time

Business

Jul 13

About Messari.

Messari is the leading provider of crypto market intelligence products that help professionals navigate crypto/Web3 with confidence. We bring transparency and smarter qualitative and quantitative analytics to the industry by combining a global research database with a comprehensive suite of data visualization and asset discovery tools. We help drive smarter participation in crypto from individuals and institutions alike.

 The name “Messari” came from the Franciscan monks who declared "clean books" a moral imperative during the renaissance and pushed merchants to use proper accounting methods. This led to the flourishing of investment via "trust but verify" methods and industry growth throughout Europe. That's what we aim to do. Provide participants, investors, builders, platforms, and everyone else with reliable information to better participate in the crypto ecosystem.

 Our users range from some of the most prominent analysts, investors, and crypto individuals to top organizations including Coinbase, BitGo, Anchorage, 0x, Chainanalysis, Ledger, Compound, MakerDAO, and many more.

The Role

We are seeking a customer success manager that excels in meeting customers' expectations, from answering questions on products and services, resolving customer issues, to processing orders. You should assist in investigating issues that arise and resolving conflicts from customer complaints to ensure customer satisfaction. Manages the customer support experience for our clients in our support platform. 

To be successful as a customer support manager, you should stay informed about product and service specifications and maintain good relations with customers. Ultimately, a successful Customer Support Manager should be able to achieve outstanding customer service and communicate effectively with customers while resolving any outstanding issues

What you'll do

  • Help our customers be successful on the platform 
  • Front line of customer support for technical, billing and subscription issues
  • Drive processes to enable customers to enable deeper and meaningful adoption of the products and platform 
  • Drive customer effective retention rate through structured programs that focus on increasing account revenues through upsell expansion programs, subscription and contract renewal, and minimizing churn 
  • Drive product adoption and platform knowledge 
  • Influence future lifetime value through higher and deeper product adoption, customer satisfaction and includes definition and optimization of the customer lifecycle 

Responsibilities:

  • Resolving customer support issues
  • Managing incoming support tickets
  • Building good relationships with customers.
  • Resolving complaints and following up on resolutions.
  • Identifying customers' needs.

Requirements:

  • Extensive experience in a fast-pace SaaS-based customer organization with a proven track record in driving customer outcomes and revenue 
  • Experience in customer service environment.
  • Strong empathy for customers and understanding of value drivers in recurring revenue business models 
  • Familiarity with CRM and Client support platform tools.
  • Excellent communication skills.
  • Ability to manage multiple tasks at once.
  • Ability to adapt to different personalities.
  • Go-to-market knowledge and experience implementing and measuring operational metrics, leveraging data to identify trends in customer satisfaction and retention risk 
  • Experience working for a growth stage startup company highly preferred 

Salary Ranges for this position (depending upon experience):

$80,000 - $100,000 + bonus

What you’ll love about Messari.

We understand in order for you to do your best work, you need the resources to stay healthy, recharge, and feel like you have ownership in the future we are building.

 

Benefits:

  • Competitive Salary and Employee Stock Options: Everyone in our team contributes to the success of our game-changing products, which is why we share all our wins company-wide. As we continue to succeed, stock options and a competitive salary mean you get to enjoy the upside! 
  • Health, Dental, & Vision: We care about your well-being so we contribute to the cost of your health benefits. Messari covers 80% of your health, dental, and vision! 
  • Flexible Spending Account (FSA): Use pretax dollars for any health care needs. 
  • Life Insurance:  Provided to you at no cost, with coverage up to 1x your Annual Salary.
  • Disability Insurance: Offering Long-term and Short-term disability to provide a portion of your income during times you are unable to work! 
  • Flexible Time Off: Forget accrued PTO days. We believe in the power of personal time, so we offer as much flexible time as you need. Just clear it with your team and bon voyage!
  • Paid Parental Leave: We encourage you to take care of your little one! We provide 18 weeks for primary caregiver / 4 weeks for secondary caregiver

Perks:

  • WeWork: All Access Pass. 
  • 401k:  3% Match when you invest in your future with our 401K.
  • Flexible working life and $500 WFH set up allowance: Work-life balance is important. Whether you want to work from home or come to our office in New York the choice is yours. To help you get comfortable working from home we’ll assist with a $500 contribution. 
  • Community & Social Events: Messari is a community, we work hard, and bring each other up! Fun and regular company events to relax and connect with teammates.
  • Learning and Development: We are dedicated to your professional development. We contribute $1,500 annually for you to invest in your continued education.
  • Health & Wellness Perks: Work-life balance and your wellbeing are important to us. To contribute to your mental & physical wellbeing we gift you a brand new Whoop and a subscription to Headspace, as well as Health Advocacy as part of our Employee Assistance Plan. 

 *As Messari is a fully remote company hiring candidates around the world, our perks and benefit packages may adjust based on your location.

 Join our Global, Fully-Remote Team 

We believe in building services that help people around the world engage with crypto and seek out talent that can broaden how we build for a diverse, global audience. At Messari, we welcome all qualified applicants regardless of race, color, ancestry, national origin, citizenship, socioeconomic status, religion, age, marital or parental status, sex, sexual orientation, gender identity or expression, disability, veteran status, or any other legally protected status. We are proud to be an equal opportunity workplace.

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Messari

Gain an edge over the crypto market with professional grade data, tools, and research.

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