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.
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.
Act as the liaison between customers and technical teams to facilitate efficient product implementation and customization.
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.
Address any technical challenges and ensure solutions are provided in a timely and effective manner. Be an advocate for the customer within our organization.
Lead quarterly reviews with key customer stakeholders to discuss product performance, understand their business needs, and align our services accordingly.
Identify upselling and cross-selling opportunities. Work with Account Executives, other GTM team members, and other Kilners to reach company goals.

4+ years of experience with a minimum of 2+ years in B2B customer success, account management, or a similar role in the technology sector, preferably in blockchain or fintech industries.
Fluent in English with 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 (Kiln uses Hubspot).
An understanding of blockchain technology and its application in different use cases.
Ability to work independently in a fast-paced and evolving environment.
Genuine interest in Web3, blockchain, cryptocurrency, and smart contracts.

Customer Success Manager (EMEA) Full Time

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