Customer Success Manager - APAC

Our Customer Success team is insatiably curious and adept at problem-solving. We use data and domain expertise to navigate the customer-journey, helping each stakeholder define and achieve success. We’re also extremely collaborative and work cross-functionally to share the insights we learn from our customers. Within the private sector segment, our team is driven by our mission to make the world a safer place by supporting customers that track and investigate illicit activities involving cryptocurrency like human trafficking, terrorist financing, and money-laundering.

The Customer Success Manager serves as a solutions expert and trusted advisor, proactively assisting assigned customers in maximizing their investment in Chainalysis. This role is instrumental in driving the adoption and consumption of Chainalysis solutions, thereby enabling customers to achieve organizational goals and objectives.

In this role, you'll:

• Facilitate the onboarding of new customers, ensuring that our solutions align with their stated objectives.

• Engage proactively with customers to comprehend their technical challenges, strategic goals, and to identify optimal leverage points for Chainalysis solutions.

• Maintain a comprehensive understanding of Chainalysis solutions and their integration/interoperability within assigned customer environments.

• Provide proactive advice, strategic guidance, and mentorship to assist Chainalysis customers in maximizing the value and performance of our solutions.

• Ensure customer configurations adhere to recommended best practices.

• Cultivate trusted relationships with relevant technical and management stakeholders within assigned accounts.

• Act as a customer advocate, ensuring the swift and efficient resolution of issues.

• Serve as the voice of the customer for the product management and engineering teams.

• Ability to independently lead and conduct workshops, product demonstrations and knowledge transfer sessions

• Commit to ongoing self-development to acquire industry-relevant skills necessary to satisfy customer needs.

• Demonstrate proficient stakeholder management, including the ability to influence technical decisions and manage relationships with diverse internal and external stakeholders.

• Develop a Success Plan to ensure customers achieve their desired outcomes, fostering long-term relationships, increased satisfaction, and reduced churn by demonstrating value and proactively addressing needs

• Provide weekly risk assessments for all accounts

We’re looking for candidates who have:

• Solid commercial experience within the blockchain/crypto technology, cybersecurity, or data analytics industry.

• Demonstrated knowledge of service delivery or account management within a post-sales and/or pre-sales environment.

• Possession of strong presentation and communication skills.

• Strong analytical skills to analyze customer usage, identify trends, and uncover opportunities for cross-selling and upselling

• English and Mandarin

Nice to have experience:

• Knowledge of Anti-Money Laundering (AML) in the cryptocurrency space, as well as blockchain/Web3 concepts, is highly desirable.

AI at Chainalysis
AI is not a feature at Chainalysis - it is a new way of working. One that turns instructions into work done, and helps us move faster than the threats we're built to counter, and we expect our employees to take ownership of the output and ensure quality. As the world's most trusted blockchain analytics platform, Chainalysis sits at a rare intersection of proprietary data, regulatory relationships and crypto expertise that makes it uniquely placed to shape and lead the next era of AI-driven intelligence - and we expect everyone here, regardless of role, to be an active part of it.

AI fluency is tied directly to how we measure performance and how we plan to win. There is no substitute for your own curiosity. We provide the tools, workflows, and space to experiment - but the expectation is that you develop these capabilities yourself, bring ideas, and collaborate across teams to reinvent the way work gets done. We are not using AI to do less. We are using it to do what was never possible before.

About Chainalysis

Chainalysis is the blockchain data platform, making it easy to connect the movement of digital assets to real-world services. Powered by deep blockchain data and AI, organizations can investigate illicit activity, manage risk exposure, and develop innovative market solutions built on the industry's most trusted blockchain intelligence. Our mission is to build trust in blockchains, blending safety and security with an unwavering commitment to growth and innovation.

You belong here.

At Chainalysis, we believe that diversity of experience and thought makes us stronger. With both customers and employees around the world, we are committed to ensuring our team reflects the unique communities around us. We’re ensuring we keep learning by committing to continually revisit and reevaluate our diversity culture.

We encourage applicants across any race, ethnicity, gender/gender expression, age, spirituality, ability, experience and more. If you need any accommodations to make our interview process more accessible to you due to a disability, don't hesitate to let us know. You can learn more here. We can’t wait to meet you.