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Customer Success Associate, API (L2)

CoinGecko Pte. Ltd.

Job Overview

Location

Selangor

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end customer journey for CoinGecko’s API product, guiding new and existing clients from onboarding through renewal and expansion. You will be the single point of accountability for customer health, acting as both strategist and day-to-day partner to technical teams, product managers, and C-suite stakeholders across fintech, DeFi, TradFi, media, and Web3-native companies.
• Design and continuously refine a scalable onboarding program that shortens time-to-first-value to under 14 days. Build persona-based playbooks, video walk-throughs, code snippets, and interactive sandboxes that empower developers to integrate our endpoints in minutes, not weeks. Track onboarding completion rates, API call adoption curves, and early-stage NPS to iterate in real time.
• Manage a portfolio of 50–80 mid-market and enterprise accounts, mapping organizational hierarchies and use-cases to craft quarterly success plans. Run executive business reviews (EBRs) every 90 days to showcase ROI, surface expansion opportunities, and secure multi-year renewals. Maintain a rolling 12-month expansion pipeline worth 1.5× current ARR.
• Drive a best-in-class CSAT of ≥90 % by owning tier-2 support escalations, responding to critical tickets within 1 business hour, and publishing root-cause analyses that feed directly into product sprints. You will triage issues across REST, WebSocket, and GraphQL endpoints, partnering with engineering to reduce mean-time-to-resolution by 30 % quarter-over-quarter.
• Reduce gross churn to <5 % annually through proactive risk scoring, health-check automation, and targeted save plans. Build early-warning dashboards in HubSpot and Metabase that flag drops in daily active API keys, credit burn rate anomalies, or pricing sensitivity signals. Orchestrate cross-functional “swat teams” to rescue at-risk logos 60 days before renewal.
• Collaborate with Account Executives on land-and-expand motions, translating usage telemetry into compelling upsell narratives. Pitch higher rate-limits, premium endpoints, and bespoke SLAs that unlock an additional 20–30 % ARR per account. Prepare ROI models, security white-papers, and compliance packs that accelerate procurement cycles.
• Champion the voice of the customer inside CoinGecko. Aggregate feature requests, pain points, and competitive gaps into a monthly “Customer Intelligence Report” that influences roadmap prioritization. Present findings to the executive committee and secure engineering resources for high-impact bets such as NFT metadata endpoints or institutional FIX gateways.
• Mentor junior CSMs and interns by running weekly enablement sessions on objection handling, API architecture, and tokenomics fundamentals. Create a living knowledge base of call scripts, battle cards, and SQL snippets that lifts team ramp-up time from 6 weeks to 3 weeks. Provide written feedback on OKRs and career ladders to foster a culture of continuous growth.
• Stay ahead of the curve on blockchain data trends—rollups, liquid staking, RWAs, and EigenLayer restaking—so you can consult customers on how new primitives affect their data pipelines. Attend hackathons, publish blog posts, and speak at meetups to position CoinGecko as the thought leader in crypto market data.
• Contribute to process excellence by documenting SOPs, refining Salesforce-to-HubSpot workflows, and automating renewal reminders via Zapier. Own the quarterly OKR of cutting manual touchpoints per account by 40 % while increasing expansion revenue per CSM by 25 %.

🎯 Requirements

• 5–8 years in customer success, technical account management, or solutions engineering, preferably in SaaS, fintech, or crypto.
• Demonstrated ability to manage a portfolio of API or data-product accounts with ARR ≥USD 1 M and achieve net retention ≥110 %.
• Proficiency with CRM (HubSpot), SQL, REST APIs, and data-visualization tools (Metabase, Tableau) to derive actionable insights.
• Bachelor’s degree in Business, Computer Science, or related field; strong grasp of blockchain fundamentals and token metrics.
• Exceptional written and verbal communication skills in English; able to negotiate contracts and present to C-level stakeholders.

🏖️ Benefits

• Remote-first flexibility with optional desks at 1Powerhouse (Malaysia) or WeWork (Singapore).
• RM183,112 annual OTE (50/50 base-commission split) plus virtual share options and performance bonus.
• Comprehensive life and hospitalization insurance for you and your dependents, plus RM600 monthly meal allowance and parking claims.
• Annual USD500 learning budget and subsidized social activities, plus an all-expenses-paid company offsite every year.

Skills & Technologies

Backend

Junior

Remote

Degree Required

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CoinGecko Pte. Ltd.

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About CoinGecko Pte. Ltd.

CoinGecko Pte. Ltd. operates a cryptocurrency data aggregation platform founded in 2014 by TM Lee and Bobby Ong in Singapore. It tracks prices, trading volumes, market capitalization, and on-chain metrics for thousands of crypto assets across multiple exchanges. The platform provides analytical tools, APIs, portfolio tracking, and educational content to retail and institutional users worldwide. It generates revenue through advertising, premium subscriptions, and data licensing, serving as a neutral information source for digital asset markets.

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