Customer Success Manager

Permanent Full-time - Singapore, Hong Kong or Japan

As our first APAC Customer Success Manager, you will support our local expansion, being responsible for post-sales in the region. You’ll ensure our enterprise customers receive outstanding service and support, becoming their trusted advisor, deeply understanding their business and needs, helping them get the most out of Kiln's products and services. This role will suit someone curious and entrepreneurial, a relationship-builder who is happy to work things out without comprehensive guidance.

Responsibilities are likely to include:

1. Understand our client’s technical set-up and business, and how we can best serve them. Sometimes this may involve working it out for the first time. 

2. Design and implement comprehensive onboarding plans for new customers, ensuring a smooth transition and rapid adoption of our products. Occasionally, this may involve switching from another provider.

3. Act as the liaison between customers and technical teams to facilitate efficient product implementation and customization.

4. Keep customers informed of all upcoming product updates and enhancements. Gather feedback from customers on features and work with the product development team to incorporate customer insights into future releases.

5. Address any technical challenges and ensure solutions are provided in a timely and effective manner. Be an advocate for the customer within our organization.

6. Lead quarterly reviews with key customer stakeholders to discuss product performance, understand their business needs, and align our services accordingly.

7. Identify upselling and cross-selling opportunities. Work with Account Executives, other GTM team members, and other Kilners to reach company goals.

Requirements:

• 6+ years’ experience in BtoB customer success, account management, or a similar role in the technology sector, preferably in blockchain or fintech industries.

• Japanese and English language skills.

• Excellent communication and interpersonal skills, with a proven ability to manage and foster relationships with diverse stakeholders.

• Strong analytical and problem-solving skills.

• Familiarity with CRM software and data analysis tools.

• An understanding of blockchain technology and its application in different use-cases.

• Ability to work independently in a fast-paced and evolving environment.

Nice-to-have:

• Additional language skills in Mandarin.

• Technical / Engineering background.

• Experience in a fast-growing, early-stage company.

• Experience working in the Web3 / crypto / blockchain industry.

About Kiln:

Kiln is the leading digital asset rewards management platform, enabling institutional customers to earn rewards on their digital assets, or to white-label earning functionality into their products. Our platform is API-first and enables fully automated validators, rewards, and data and commission management. 

With over $8.6 billion crypto assets being programmatically staked, Kiln has a particularly strong track record on Ethereum as we run about 4% of the network; this includes 43,000+ active validators with 0 slashing events.

The team is made up of over 80 ecosystem enthusiasts formerly at Google, Circle, Ledger, Chainalysis, and other leading technology and cryptocurrency companies.

Join Kiln and help us make the web more secure, stable, decentralized, and fair!

How Kiln will support you:

• A fast-paced, no bureaucratic work environment

• Equity Share Options in the business: if Kiln succeeds, we all succeed!

• Competitive Salary

• Unlimited holiday

• Flexible remote working

• Choose your IT equipment

• Contribution to Internet bills 

• Significant personal development and tech conf budget

Your interview process:

1. Recruiter Interview (45 min)

2. Take-home test (< 2 hours)

3. Technical Interview (60 min)

4. Core Values Interview (45 min)

5. Founders Interview (30 min)

6. Offer!

Please note that we are not sponsoring visas for persons without work authorization in Singapore, Hong Kong or Japan. This role is specifically for employees (no B2B or contractors) based in Singapore, Hong Kong or Japan. Thank you!