Customer Success Manager

**Company Description**

Mintable is one of the world’s leading NFT marketplace’s; founded in 2018 with its global headquarters in Singapore. Mintable is profitable, has multiple revenue streams, is well-funded and is going through a period of rapid growth.

We are made up of a team of experienced professionals who are committed to building a meaningful business. We're a dynamic, agile, and gritty team that only has one goal in mind: make Mintable the best place on the internet to mint anything

Mintology is a new business operation which is focused on serving up the Mintable core technology to enterprises in a B2B, “Software as a Service” type proposition. This allows large brands to take control of their NFT strategy, whilst not having to build the technology themselves. We call this “NFT as a Service”

Reporting to the General Manager: Mintology, the Customer Success Manager will be responsible for the support and satisfaction of our enterprise clients, ensuring customers are onboarded as quickly and efficiently as possible; to ensure their overall satisfaction and to manage and reduce churn within your set objectives.

Working with the rest of the team, especially sales and acquisition, you will be tasked with developing and implementing processes to ensure prospects turn into satisfied long term billing clients of Mintology.

This role also incorporates an element of pre-sales. You should be able to adequately capture and document the requirements of any bespoke customer requirements and relay these to the team to build: including Product Manager, Project Manager & Head of Engineering, as appropriate

You will be measured on customer satisfaction using Net Promotor Score (NPS) and managing churn metrics to ensure we maintain the overall stickiness of customers and we can increase Customer Lifetime Value ( CLV)

You will be supporting the customer on any queries, issues or concerns which may arise and will be working with internal teams as necessary to find swift resolutions to any customer requirements

You will be supporting customers on a global basis and therefore must be adept at handling and managing clients from a diverse range of languages, cultural and business backgrounds.

We are looking for highly personable, calm, and diligent individuals who have a passion for dealing with people and making a difference in their day-to-day interactions with us.

This is a unique opportunity to join an exciting growth company in the NFT and blockchain space and to carve out a great career path with tremendous rewards. This role will have the opportunity to grow and lead a team as our business grows.

What you will accomplish:

- Your primary goal is to work in tandem with the team to ensure Mintology hits metrics around customer onboarding, satisfaction, churn management and customer lifetime value
- Develop internal systems, procedures, and processes to ensure we can manage customers at scale using the necessary tools and staff resources to manage the growth
- Implement and manage a self-service strategy, including chat FAQ and support to allow clients who wish to engage and manage their interactions as web only clients
- Produce documentation and learning resources and guides to show the customers step by step how they can utilize our services and become self sufficient
- Be the interface between customer and internal teams for bespoke / customised builds
- Once customers are signed up, work to ensure you nurture the relationships for any cross and upsell
- Set up and manage a customer feedback loop regarding customer satisfaction and retention ( Net Promoter Score)
- Work to ensure key objectives on churn, NPS, CLV are met and exceeded
- Work with the Product Management team on market research across the product spectrum to fine tune the offering and plan the product roadmap
**Qualifications**
- You are Degree educated (or equivalent) from a top tier recognized University
- You have deep prior experience in growing a SaaS business as one of the first employees in the business, preferably around B2B2C SaaS propositions and must have experience working with start-ups
- You must be comfortable with technology, be able to document requirements and relay these to the technical teams
- You have demonstrable experience of setting up internal systems and procedures to manage CLV, with applicable tools and processes.
- You have experience of managing customer interactions with the world largest brands across multi verticals and geographies
- You are well tenured and have a demonstrable track record of achieving and exceeding targets
- You have a positive mindset, high EQ and are naturally talented at dealing with people
- You are highly goal driven and work well in fast paced environments, a highly organized “doer,” with a bias towards action.
- You have excellent communication & interpersonal skills.
- You are adept at building relationships and liaising with multiple stakeholders and thrive in