Position summary
We are looking for a driven and client-focused Customer Success Specialist to join our team. You will be the primary point of contact for a portfolio of clients, ensuring they derive maximum value from our platform, achieve their business goals, and remain long-term partners.
This is a relationship-first role that sits at the intersection of technology, compliance, and finance, ideal for someone who thrives in a fast-moving environment and is passionate about the blockchain ecosystem.
Duties and responsibilities
Own the end-to-end customer relationship post-sale, from onboarding through renewal and expansion.
Conduct regular business reviews (QBRs) and check-ins to monitor client health, usage, and satisfaction.
Serve as the voice of the customer internally, collaborating with Product, Sales, and Support to resolve issues and drive improvements.
Deliver tailored training sessions and product walkthroughs for clients across varying levels of technical sophistication.
Identify upsell and cross-sell opportunities within your portfolio and collaborate with Sales Executives to convert them.
Monitor client engagement metrics and proactively address signs of churn risk.
Assist clients in understanding blockchain analytics concepts, compliance workflows, and platform best practices.
Support clients in the European markets, leveraging cultural and regional knowledge to build trusted relationships.
Maintain accurate records of client interactions, health scores, and account plans in CRM systems (HubSpot).
Requirements
English language proficiency is essential, fluency in other languages is a strong plus.
3+ years of experience in Customer Success, Account Management, or a client-facing role within fintech, SaaS, or compliance technology.
Solid understanding of blockchain fundamentals, cryptocurrency markets, or financial crime compliance (AML/KYC).
Excellent communication and presentation skills, with the ability to convey complex technical concepts clearly.
Proactive, organised, and data-driven approach to managing a portfolio of accounts.
Comfortable working in a remote-first, fast-paced environment
Nice to have
Experience working with or for crypto exchanges, financial regulators, or banks.
Knowledge of regional regulatory frameworks.
Experience using HubSpot CRM.
Crystal Intelligence is a blockchain analytics and compliance intelligence company that serves exchanges, financial institutions, regulators, and law enforcement across over 100 blockchains. The company provides low-latency, high-availability risk and transaction intelligence that powers operational decisions for its customers. Crystal's product suite includes Crystal Expert, Crystal Foresight, Monitor, Risk Check API, Data Intelligence, and Crystal Light. The company is undergoing a strategic platform migration from its legacy data architecture to a new AI-native data pipeline designed to enable the next decade of scale, speed, and product capability.
