Customer Success Manager, APAC

The Customer Success Manager at Chainlink Labs is responsible for developing and implementing tiering systems for the BUILD program, conducting resource planning, collaborating on alignment of OKRs, establishing measurable goals, and fostering relationships with startups post-signature.

To excel as a Customer Success Manager at Chainlink Labs, candidates should be fluent in Mandarin and English, possess a strong understanding of financial markets and blockchain technology, and demonstrate superb communication, problem-solving, and interpersonal skills.

The Customer Success Manager plays a pivotal role in guiding startups through the decentralized world, ensuring they are strategically positioned for success by offering comprehensive support and maintaining relationships beyond the initial engagement.

Essential skills for a Customer Success Manager at Chainlink Labs include proactive problem solving, adaptability in fast-paced environments, strong account management abilities, and the capacity to work collaboratively across multiple teams to ensure partnership growth.

Being part of a leading organization like Chainlink Labs offers ample opportunities for career growth, including the potential to influence strategic planning, lead innovative projects, and expand your network across financial institutions and blockchain partners.

When prioritizing tasks as a Customer Success Manager, I consider the impact of each task on customer satisfaction, the urgency of issues, and collaboration with internal teams. I use project management tools to keep track and ensure that I focus on high-impact projects first.

Certainly! I once encountered a situation where a client was unhappy due to miscommunication about deliverables. I took the initiative to speak with them directly, actively listened to their concerns, and then clarified the expectations and adjusted our approach, ultimately restoring their trust.

To ensure successful onboarding, I would develop a clear onboarding plan, provide dedicated support during the process, and create accessible resources to guide them through key features, while also scheduling regular check-ins to address any questions.

I measure the success of partnerships through predefined metrics such as client satisfaction ratings, growth in usage of our products by the partner, and achievement of the established Objectives and Key Results (OKRs). Regular feedback loops are also crucial.

I stay informed by subscribing to industry newsletters, attending relevant webinars and conferences, and engaging with communities on platforms like LinkedIn and Twitter to ensure I remain abreast of trends and technological advancements.

I would start by facilitating a meeting with all stakeholders to discuss desired outcomes, then collaboratively establish clear OKRs that everyone agrees upon and understands, ensuring consistent follow-ups and adjustments as needed throughout the project.

Effective communication is crucial in my role as it helps build trust with clients, align expectations within teams, and foster open channels for feedback. By being transparent and approachable, I can better address issues and enhance collaboration.

For underperforming accounts, I would first analyze the root causes of the performance issues, engage directly with the client to understand their needs better, and then develop a tailored strategy to realign our support and resources to help them achieve their goals.

My process for resource planning involves assessing project requirements, forecasting potential challenges, collaborating with relevant internal teams, and establishing a clear timeline and resource allocation strategy that aligns with our overall objectives.

Absolutely! In my last role, I developed a growth strategy focusing on enhancing customer engagement through personalized outreach and training sessions which led to a 40% increase in our product usage among existing clients within six months.