Customer Success Manager

CoinsPaid provides ready-to-use crypto payment solutions for businesses. Since 2019, we’ve seen substantial growth in transaction volumes, helping businesses prepare for wider adoption of digital assets. In 2023, Forbes recognized CoinsPaid as the “Best Crypto Payment Gateway for High-Volume Transactions.”

Headquartered in Estonia, with three international hubs and employees in more than 30 countries, we are a remote-first company. We’re passionate about crypto and fintech and are building products that make everyday use of digital assets possible.

About the role

We’re looking for a Senior Customer Success Manager to drive the relationship with one of our largest and most strategic clients while maintaining a healthy pipeline of smaller accounts.

This role is focused on strategic account management and growth. You’ll build trusted relationships with senior client stakeholders, understand the client’s business and goals, and develop plans to grow product adoption, processing volumes, and revenue while managing the risk and driving overall client satisfaction.

You’ll work closely with Operational Account Management, Product, Compliance, Legal, and Support to coordinate solutions and resolve blockers. Those teams own operational execution; your role is to represent the client, set strategic priorities, and keep both sides aligned on long-term success.

We’re looking for someone with relevant experience managing major B2B accounts, ideally in crypto, fintech, payments, or another complex or fast-paced industry.

• The impact you’ll make
  Own strategic client relationships: Serve as the trusted advisor and primary relationship owner for merchants within your portfolio, aligning executive stakeholders around shared goals and a long-term account plan.

• Drive sustainable growth: Identify opportunities to expand product adoption, processing volumes, and revenue. Turn those opportunities into measurable account plans, executive roadmaps, and quarterly business reviews.

• Use data to guide decisions: Analyze account performance and merchant trends to spot growth opportunities, improve outcomes, and anticipate risks.

• Coordinate across teams: Bring the right internal partners together to address client needs, influence priorities, and remove blockers. Track issues through to resolution.

• Represent the merchant’s voice: Share client feedback and market insights internally to inform product development, positioning, and feature priorities.

• Advise on crypto payments: Help the client understand industry developments and adopt crypto payment solutions effectively, sharing relevant insights and best practices.

What we’re looking for:

• At least 5 years of experience in Customer Success or Strategic/ Key Account Management, managing B2B clients. Experience in crypto, fintech, payments, or other complex or fast-paced industries is an advantage but not a must.

• Experience owning major or enterprise client relationships, including direct engagement with C-level stakeholders.

• A track record of meeting growth targets and developing account plans that increase adoption, volumes, revenue, and retention.

• Confidence discussing both business goals and technical topics with clients. A working business understanding of APIs is an advantage;

• Ability to analyze client and performance data independently and turn findings into practical growth plans.

• Strong judgment and resilience in fast-changing, regulated environments, with the ability to anticipate risks and guide clients through change.

• Willingness to travel several times a year for industry events and client visits, depending on business needs.

• Fluency in both Russian and English.