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Описание вакансии
Senior Customer Success Manager
Company
Reap
Conditions
5 hours agoSenior Hong Kong, Singapore Hybrid Full Time Growth Jobs by Reap
Skills
Apac Cross-Sell Customer Crosssell Upsell Crypto English Fintech Analytics Dashboard Api Product Mandarin Data Payments Kyb Lifecycle Activation Aml Retention Management Web3 Stablecoin Account
About the Role
You will own and grow a portfolio of strategic web3/fintech customers, serving as the executive partner to top accounts. You will run QBRs/EBRs, map stakeholders, and drive multi-product adoption. You will build rapport with customers' key stakeholders, identify upsell and expansion opportunities, and design expansion plans tied to customer outcomes. You will design lifecycle programs in partnership with Sales, Marketing and Product to activate and retain users. You will build customer health scoring and dashboards, and establish intervention playbooks with CX/Support. You will be the voice of the customer into Product, sharing problem statements and quantified impact, influencing priorities and features.
Requirements
- 8-10+ years in Customer Success/Account Management with strategic ownership of mid-market/enterprise accounts; mix of high-touch and scaled motions.
- Background with web3/crypto and fintech/payments customers; comfortable discussing stablecoins, wallets, card programs, AML/KYB, and API-driven products.
- Lifecycle/retention chops; design outbound engagement, activation experiments, and health models that move core metrics.
- Strong analytics instincts; fluent with data tools, AI skills, and dashboard building to guide action.
- Executive communication: crisp narratives, clear MBR/QBRs, and calm under pressure.
- Builder mindset in a fast-moving environment: you create frameworks, not just operate them.
- Fluency in English and Mandarin.
Responsibilities
- Own and grow a portfolio of strategic web3/fintech customers; run QBRs/EBRs, map stakeholders, and drive multi-product adoption.
- Build rapport with customers' key stakeholders and develop a deep understanding of their business to identify upsell and expansion opportunities.
- Identify and pursue upsell and cross-sell opportunities across Reap's product portfolio; forecast growth and manage risk.
- Design, test, and iterate lifecycle programs to activate and retain customers; build health scoring and dashboards.
- Run structured feedback loops with Product and Data to influence priorities and features.
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