Customer Success Manager (Stage)

Customer Support is at the heart of Coinhouse. We are looking for a tech-savvy individual with strong relationship building skills that is looking to help customers succeed. You will play a major part in supporting our rapidly growing client base and act as their trusted advisor in their use of Coinhouse, ensuring they realise business value. As the first Customer Success Manager, you will truly “own” every aspect of establishing this function at Coinhouse. It is a fast-paced role that fits high-energy and smart sales people, ready to build the crypto bank of tomorrow.

Your mission @Coinhouse

• Build and establish exceptional relationships with our clients
• Be the main point of contacts of our customers to answer their questions and requests in a timely manner (phone, emails)
• Reshape our customer support tools / processes and prioritise where we invest our resources and efforts with customers (Zendesk)
• Manage clients onboarding according to KYC/AML procedures and work closely with the Compliance team to identify fraud issues.
• Monitor and identify adoption, maturity, and growth trends for the team and customers to develop a customer success strategy
• Identify customer needs and collaborate with Account Managers and other internal teams to ensure customer success with special emphasis on adoption, expansion, and renewals
• Partner with the Sales team to engage in pre-sales activities for high-value opportunities
• Provide operational oversight of the business to deliver on targets and KPIs
• Gather customer product feedback to help shape and define the product roadmap
• Bring in new ideas to delight our customers

Why joining us?

🌎 The opportunity to be part of one of the biggest tech revolution since the Internet
🤑 Best place to become a crypto & blockchain expert and have a real impact on a business
🔑 Key moment to join Coinhouse in terms of growth (a team of 30 passionate people)
💖 Our people matter, diversity, inclusion and work-life balance are important at Coinhouse
🏉 Fast-learning environment, entrepreneurial and strong team spirit
😎 Offices in the center of Paris, with a sunny terrace and regular team parties

Skills and profile

Main requirements

• Strong interest in new technologies and knowledge of the Cryptocurrency/Blockchain sector.
• High level of autonomy and organization (ability to manage tightly, over time, a large quantity of information and customer requests)
• Native in French and a good English is mandatory
• Enthusiasm, fun and smile. This might be the single most important point, even if it’s the last one :-)

It is advantageous if you have/are

• Working knowledge of customer support systems (e.g. Zendesk)
• An effective team worker; naturally collaborative and supportive
• Technical acumen - you do not need to be an engineer or a developer, but must understand how systems are built
• Ability to take initiatives, suggest new business ideas and process improvements
• Understanding European and French regulatory landscapes regarding financial activities