Customer Success Associate, API (L2)

About the Role

Join CoinGecko, a global leader in cryptocurrency data, to ensure the success of our rapidly growing API customers. This is an exciting opportunity to be the primary advocate and strategic partner for clients utilizing our core data services.

Responsibilities

• Guide new customers through the CoinGecko API onboarding process, developing tailored training materials.
• Build and maintain strong relationships with key API accounts, acting as the main point of contact and conducting regular satisfaction check-ins.
• Proactively develop strategies to reduce customer churn and lead contract renewal efforts to maintain high retention rates.
• Collaborate with Account Executives to identify and support revenue expansion opportunities (upsell/cross-sell) within existing accounts.
• Provide prompt and efficient technical support, troubleshooting customer issues across channels (email, Telegram, Slack) and escalating when necessary.
• Gather, document, and advocate for customer feedback on product performance internally, working with the product team on prioritization and improvements.
• Mentor interns and junior/mid-level team members, providing material feedback and participating in knowledge sharing.

Requirements

• 5-8 years of proven experience in customer success, support, or a related role, preferably within the tech or fintech industry.
• Deep understanding of CoinGecko’s API service, coupled with the ability to quickly acquire blockchain/cryptocurrency domain knowledge.
• Expertise in Customer Success best practices, including onboarding, relationship management, support, and retention strategies.
• Proficiency with SaaS standard metrics (Churn, Renewal Rate, Revenue Uplift, CSAT) and CRM tools such as Hubspot.
• Demonstrated ability to use data tools to derive insights, inform strategy, and make actionable decisions.
• Strong project management skills with the ability to plan, manage risks, and ensure deliverables are met on time.
• Excellent communication, presentation, and negotiation skills, capable of influencing stakeholders up to the C-level.

Nice-to-Haves

• Bachelor’s degree in Business, Communications, or a related field.
• Experience in process improvement, including creating and refining customer engagement playbooks.