Customer Success Manager (US)

Full time / New York or Remote Eastern US / ($110k-$150K + bonus + equity)

Kiln is now part of the prestigious French Government program #FT120 from La French Tech! 🎉 🇫🇷

As 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, and helping them get the most out of Kiln's products and services.

Responsibilities:

• 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.

Requirements:

• 4+ years in B2B customer success, account management, or a similar role in the technology sector, preferably in blockchain or fintech industries.

• 1+ year of experience in web3, blockchain, and cryptocurrency — with an understanding of blockchain technology and its application in different use cases.

• 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).

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

• Genuine interest in Web3, blockchain, cryptocurrency, and smart contracts

  • Check our Tech Blog [https://www.kiln.fi/blog] and Open-Source Contribution [https://www.kiln.fi/open-source]

Nice-to-have:

• Additional language skills in Spanish and/or Portuguese

• Understand tech concepts or have strong tech curiosity (you will need to meaningfully contribute in meetings with engineers)

• Data analytics skills (Excel, Python, etc)

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

• Relationships in the region with relevant businesses.

About Kiln:

Kiln is the leading enterprise-grade rewards platform that enables institutional customers to stake assets and integrate staking & DeFi functionality into their offerings. Our API-first platform provides fully automated validators, staking & DeFi protocols access, and comprehensive data and commission management.

With $11+ billion in crypto assets staked through our platform, Kiln has established a strong presence on Ethereum, managing over 5% of the network through 45,000+ validators — all with zero slashing events.

Kiln serves more than 140 leading customers, including Binance, BitPanda, Bitgo, Fireblocks, VanEck, and TrustWallet.

Our team of 90 ecosystem enthusiasts brings experience from industry leaders like Google, Circle, Ledger, Chainalysis, and other prominent technology and cryptocurrency companies.

We've raised $30M in total funding from prominent investors including 1kx, Crypto.com, Illuminate Financial, Consensys, Wintermute, Kraken Ventures...

Join Kiln and help us make the web mor