Customer Success Manager – Paris

Absolute Labs (https://www.absolutelabs.io/) is a Wallet Relationship Management platform (WCRM), providing an infrastructure for identifying, segmenting, engaging and managing customers in Web3. Abso

Absolute Labs (https://www.absolutelabs.io/) is a Wallet Relationship Management platform (WCRM), providing an infrastructure for identifying, segmenting, engaging and managing customers in Web3. Absolute Labs enables NFT marketplaces/publishers, DeFi, Chains, Protocols, Payment platforms, Exchanges and Games to drive their entire customer relationship in our absolute platform. Web2 companies operating in Web3 take advantage of our platform to uplift their existing Web2 Marketing stack.

We are an experienced team of seasoned entrepreneurs, engineers and executives from Fintech and Web3 start-ups from the likes of Adobe, Salesforce and JP Morgan, who’ve worked together for 12 years through several successful start-ups. We are expanding our talented team in the U.S., Montreal and Europe. Join us!

As a Customer Success Manager at Absolute Labs, you’ll be helping some of the most important companies in the Web3, blockchain, NFT, and crypto space grow their business using Absolute Labs’ cutting edge product. You will be the voice of your customers within Absolute Labs, and we’ll count on you to onboard new customers, and to ensure they become long-term customers, fully making use of all the product features that can help their business.

Responsibilities for Customer Success Manager

  • Onboard new B2B customers in a way that makes new customers sing our praises
  • Work closely with customers to help them configure and use their Absolute Labs instance for maximum impact
  • Build strong work relationships with key contacts
  • Track customer account satisfaction and health throughout the customer lifecycle
  • Ensure our customers adopt and use high-value product functionality
  • Where opportunity arises, upsell Absolute Labs features and services that can help your customer grow their business
  • Be a point of contact for any customer escalations or complaints
  • Resolve customer issues
  • Maintain and increase net revenue retention
  • Ensure customers renew their contracts
  • Help Absolute Labs evolve and improve its Customer Success playbook and toolkit, including the creation of training materials of all sorts
  • Assist the Absolute Labs Sales team with hot opportunities

Qualifications for Customer Success Manager

  • 2-5 years of experience in customer service or customer success position strongly preferred
  • Experience in a B2B customer success role a plus
  • Web3, blockchain, crypto or NFT knowledge or experience a plus
  • Marketing automation experience a plus
  • Experience working with brand image and promoting value through customer experience
  • Exceptional ability to communicate and foster positive business relationships
  • Accountability and personal organization are essential
  • Experience in working with a diverse, global group
  • Ability to establish milestones and keep all team members on task
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed

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