Customer Journey Manager

$50,000 - $70,000 yearly
  • Multis
  • Remote (USA)
  • Nov 17, 2021
Lead Full Time Customer Success

Job Description

💡Mission

You'll take care of all things customer-facing at Multis. This means you'll be the person delivering white-glove support to some of the most innovative crypto start-ups and DAOs- from onboarding to troubleshooting.

You'll help us provide exceptional support to swiftly resolve customer concerns, issues, and requests. Documenting and anticipating where our customers need the most help to develop best practices and customer enablement materials.

You'll find ways to scale your capacity- through guides, how-to videos, emails, knowledge base articles or anything else making it easier to serve our growing customer base. We plan on building a US-based Customer Success team around you.

⛳ Responsibilities

  • Handle the company communication with our users and customers (newsletter, product launches/updates, support)
  • Proactively manage and nurture customer adoption, retention and guide our users to their defined outcomes of success
  • Contribute to building a self-served product with best-in-class activation/engagement rates
  • Be the voice of the customer and advocate on their behalf to drive product development
  • Help build trust and ensure a white-glove approach in a space where support is inexistant
  • Upsell debit cards and accounts to existing users and then onboard enterprise-grade ones (if that's the direction we're taking)
  • Hiring date: asap to start in Q1 22 and contribute to turning the product into full self-serve

🏅 Requirements

  • You have 2+ years of experience in customer success in a high-growth, B2B startup environment.
  • You have prior experience with self-served SaaS BtB products
  • You have prior experience building a high-performing customer success funnel
  • You have prior experience scaling a customer success team (1 junior to be hired in 2022)
  • You like people. Managing customer relationships can be tricky, especially when things aren't going as planned. We're looking for someone who can de-escalate situations and put themselves in our customer's shoes.
  • You have outstanding written and verbal communication skills
  • You're highly organized and have data-driven project management skills

🌟 Nice to have

  • Prior crypto/fintech experience
  • Prior crypto/fintech experience
  • Experience implementing customer journey programs using Intercom, Hubspot or other campaign management software

🎁 Benefits

  • 25 paid vacation days a year
  • Unique access to the YCombinator and eFounders network
  • Challenging work experience building next-gen banking with a frontier tech
  • Fast-learning environment, entrepreneurial and strong team spirit
  • Tools of your choosing
  • Stock options
  • US-based - completely remote - East cost (especially NYC) is preffered
  • Regular offsites in France (in Paris and outside)