Customer Success Manager (Blockchain)

As a Customer Success Manager at Kiln, your main responsibilities will include understanding clients' technical setups, designing onboarding plans, acting as a liaison between customers and technical teams, keeping clients updated on product enhancements, addressing technical challenges, conducting quarterly reviews, and identifying upselling opportunities. Your goal is to ensure that enterprise customers maximize their experience with Kiln's services.

To be eligible for the Customer Success Manager position at Kiln, you should have over five years of experience in B2B customer success or account management roles, preferably in the blockchain or fintech sector. Proficiency in Japanese and English is crucial, along with excellent communication skills and a strong analytical mindset.

Kiln supports its Customer Success Managers through a fast-paced work environment, equity share options, competitive salaries, unlimited holiday, and flexible remote work opportunities. They also provide IT equipment of your choice, contributions to internet bills, and generous personal development budgets.

The interview process for the Customer Success Manager role at Kiln consists of several stages, including a recruiter interview, a take-home test, technical interview, core values interview, and a final interview with the founders. This comprehensive process ensures that the selected candidate is a good fit for both the role and the company culture.

Experience in customer success roles within the tech industry, especially in blockchain or fintech, will definitely help you stand out as a Customer Success Manager at Kiln. Additionally, an understanding of Web3, cryptocurrencies, and a technical background would be advantageous in addressing client needs effectively.

To ensure customer satisfaction, I focus on developing strong relationships through regular communication and check-ins. I gather feedback and act upon it promptly. I also design customized onboarding and support experiences tailored to each customer's unique needs.

Yes, I once faced a situation where a customer expressed frustration over product integration. By promptly addressing their concerns, providing additional training, and acting as their point of contact for ongoing support, I was able to transform their experience into a positive one. Maintaining open communication was key.

I prioritize customer requests by assessing the urgency and impact on their business. I maintain an organized tracking system to ensure all concerns are addressed efficiently, particularly focusing on issues affecting key projects.

Feedback is essential in my approach to customer success. It provides insights into customer needs and helps guide product development. I actively solicit feedback during check-ins and keep an open mind to adjustments based on their experiences.

My approach to onboarding involves designing tailored plans specific to each client. I conduct initial discovery sessions to understand their needs and challenges, and then create a structured timeline with clear milestones for implementation and training.

I utilize CRM software to track customer interactions and manage relationships effectively. I also employ data analysis tools to gain insights into usage patterns and identify opportunities for further engagement and support.

Collaboration with internal teams is crucial. I act as a liaison, clearly communicating customer needs and issues. I advocate for customers, ensuring their concerns are prioritized, and involve the right experts to expedite resolution.

One of the biggest challenges in customer success is addressing the diverse needs of clients simultaneously. To overcome this, I focus on strong organizational skills and effective communication, ensuring that no customer’s needs fall through the cracks.

I identify upselling opportunities by staying attuned to customer feedback and usage patterns. Regular discussions about their evolving needs can reveal services that could further enhance their experience, providing an avenue for strategic upselling.

I am excited about the opportunity to work at Kiln because of its innovative approach to blockchain technology and its commitment to providing exceptional customer service. I am passionate about helping clients succeed in their endeavors and would love to contribute to and grow with a forward-thinking company like Kiln.