Senior Customer Success Manager

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. Within the public sector segment, our team is driven by our mission to make the world a safer place by supporting customers that track and investigate illicit activities involving cryptocurrency like human trafficking, terrorist financing, and money-laundering.

As a Customer Success Manager supporting our Americas business, you'll develop a deep understanding of your customers' challenges and industry trends. By providing confident and consultative guidance, you'll demonstrate how Chainalysis can help customers achieve their business objectives. The ideal candidate can build strong relationships with customers and cross-functional teams internally, and is passionate about advocating for their customers' needs.

In this role, you'll:

• Establish a regular cadence of contact and reviews with your customers that allows you to understand your stakeholders and their individual and organizational goals, proactively solve problems, and maintain optimal customer health with risks of customer churn identified early and mitigated effectively

• Meet with customers both virtually and in-person, requiring travel 20-30% of the time based on customer and business needs

• Directly contribute to increasing the adoption, renewal, and net retention of our most important customers by monitoring their usage, noticing meaningful trends, and executing strategic account plans 

• Answer advanced product usage and technical questions related to data and investigations across our product suite

• Collaborate cross-functionally and advocate for the needs of customers to leaders in different internal departments

• Support cross-functional initiatives to improve the overall customer experience

• Provide input on how to automate, simplify, and improve our daily workflows to make the Customer Success team more efficient and scalable

We’re looking for candidates who have:

• Customer Success or Account Management experience with a digital or software product 

• Prior experience in the technology space catering to state and local public sector customers

• Experience building out customer journeys, account plans and expanding product adoption

• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying (and what they mean)

• An interest in cryptocurrency and a passion to deliver on Chainalysis’ mission to build trust in blockchains

Nice to have experience:

• Private sector, financial markets experience

• Investigative or analytical experience within Canadian public sector or the financial services industry

• An understanding of the Canadian Criminal Code  

• Proficiency in French

About Chainalysis

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

You belong here. 

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating our diversity culture. 

We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.