Head of Customer Success

About the role

This role focuses on developing and implementing a customer success system for Cindicator's predictive analytics and passive investment products in digital assets. The Head of Customer Success will lead a team of support and community managers, ensuring relationship-focused client management. This includes overseeing all aspects of client interaction, from agreements and payments to documentation and reclamation handling within a CRM system.

A key part of the position involves managing the entire client lifecycle, from onboarding new clients across various communication channels to providing first-line technical support. This support extends to both robo-advising clients and forecasters on the analytical platform, delivered through chat, email, and online conferences. The successful candidate will ensure smooth client integration and ongoing satisfaction.

The customer success team operates within a company that combines expertise in mathematics, data science, trading, finance, and IT, aiming to connect different forms of intelligence. The role requires active participation in creating innovative products for the digital economy, working alongside product managers, researchers, traders, and analysts. Success in this position means effectively scaling customer operations and enhancing client retention for Cindicator's growing product suite.

The annual salary for this position ranges from $63,250 to $109,250 USD.

Skills that matter here

• managing fully remote Customer success team: This role requires a proven history of leading remote customer success teams, as the company operates with a distributed workforce.
• customer support: The position demands practical experience in customer support, as it involves overseeing client interactions and technical assistance.
• crypto market: A strong interest and experience in the crypto market are essential, given Cindicator's focus on digital assets and the new economy.
• Fluent English: Proficiency in English is necessary for effective communication with a global client base and remote team.
• Data driven decision making: The role requires using data to inform decisions related to customer success strategies and system improvements.
• CRM: Good experience with CRM systems is needed for managing client accounts, documentation, and support processes.

Who this role suits

• Someone who enjoys building and scaling customer success operations from the ground up.
• A leader who thrives in a remote work environment and can effectively manage distributed teams.
• An individual with a genuine interest in the cryptocurrency space and its evolving landscape.
• A person who values data-driven approaches to improving customer relationships and service.

From the employer

Responsibilities

• Customer Success system development and implementation.
• Leading the team of support & community managers.
• Ensuring relationship-focused client management for robo-advising and analytical products clients;
• General account management, including all agreements, payments, documentation, work with reclamations, CRM-system etc;
• New clients onboarding via all communication channels;
• Clients support, including first line technical support, in chat, e-mail, online conferences for robo-advising Clients and Analytical Platform forecasters.

Requirements

• Proven record of managing fully remote Customer success team;
• Hands on experience in customer support;
• Experience and strong interest in the crypto market and the new economy;
• Fluent English;
• Data driven decision making;
• Professional understanding of the strength and the weaknesses of the different customer management systems;
• Good experience with CRM.

Conditions

• Actively engage and participate in creating the innovative products for the new digital economy;
• Work in a highly motivated team of young professionals, including product managers, researchers, traders and analysts;
• Interaction with leaders of blockchain, crypto and traditional financial markets industries;
• Resources for personal and professional development;
• Remote team working from all over the world.