Customer Success Manager

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.

As the Customer Success Manager, Japan based in our Tokyo office, you’ll develop a deep understanding of your customers’ challenges and goals, and provide consultative guidance as to how Chainalysis can help them achieve their objectives. You’ll develop strong partnerships with our users, fostering trust and reliance. Internally, you’ll work cross-functionally to advocate for the needs of your customers, driving increased adoption and customer satisfaction.

In this role, you’ll:

• Establish a regular cadence of contact and reviews with your customers that allows you to understand your stakeholders and their individual and organizational goals, proactively solve problems, and maintain optimal customer health with risks of customer churn identified early and mitigated effectively
• Directly contribute to increasing the adoption, renewal, and net retention of our most important customers by monitoring their usage, noticing meaningful trends, and executing strategic account plans
• Answer advanced product usage and technical questions related to data and investigations across our product suite
• Collaborate cross-functionally and advocate for the needs of customers to leaders in different internal departments
• Support cross-functional initiatives to improve the overall customer experience
• Provide input on how to automate, simplify, and improve our daily workflows to make the Customer Success team more efficient and scalable
• Meet with customers both virtually and in-person, traveling across Japan based on customer and business needs

We’re looking for candidates who have:

• Work experience in one or more of the following roles:
  • A customer-facing role for driving customer adoption of IT solutions as a trusted advisor serving public sector or enterprise customers
  • An analytical or investigative role in the intelligence or investigations space, or the AML or Financial Crime space, specifically in Japan
• Ability and/or experience building out customer journeys, usage metrics and expanding product adoption as well as creating account plans, and managing stakeholders in government & law enforcement agencies and Banking, and financial institutions.
• Emotional intelligence and an empathetic propensity to read between the lines and understand what the customer is saying, what they mean, and how to enable them to solve their problems
• Curiosity and motivation to proactively catch up with latest trends in the crypto ecosystem and learn technical aspects of blockchain and on-chain analytics
• Fluency in Japanese as well as being professionally fluent in written and spoken English in order to connect with our customers in APAC and our employees across the US, EU, and beyond

Nice to have skills/experience:

• Understanding of blockchain analysis and/or financial crime investigations
• Working experience in Pre-sales, Technical Account Management, Professional Services or Consulting
• Understanding and hands-on skills of RESTful API

About Chainalysis

Blockchain technology is powering a growing wave of innovation. Businesses and governments around the world are using blockchains to make banking more efficient, connect with their customers, and investigate criminal cases. As adoption of blockchain technology grows, more and more organizations seek access to all this ecosystem has to offer. That’s where Chainalysis comes in. We provide complete knowledge of what’s happening on blockchains through our data, services, and solutions. With Chainalysis, organizations can navigate blockchains safely and with confidence.

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. Some of the ways we’re ensuring we keep learning are an internal Diversity Committee, Days of Reflection throughout the year including International Women’s Day, Harvey Milk Day, World Humanitarian Day, and UN International Migrants Day, and a commitment to continue revisiting and reevaluating 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.