Customer Success Manager

Coinbase

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption. What you'll do: * Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services. * Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes. * Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs. * Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase. * Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team. Required Skills and Experience: * 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products. * Professional fluency in both Mandarin and English, with the ability to communicate confidently in a business and customer-facing capacity. * Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end. * Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain. * Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends. * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Job ID: P77140 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): £52,920—£58,800 GBP * Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. * Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. * US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. * Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. * Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

Coinbase

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption. What you'll do: * Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services. * Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes. * Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs. * Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase. * Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team. Required Skills and Experience: * 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products. * Professional fluency in both French and English, with the ability to communicate confidently in a business and customer-facing capacity. * Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end. * Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain. * Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends. * Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Job ID: P77142 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): £52,920—£58,800 GBP * Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. * Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. * US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. * Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. * Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

Sona

3 billion people across the world work in frontline jobs. Yet, despite rising costs and staff shortages, frontline organisations are still left to choose between paper, Excel, and WhatsApp, or decade-old workforce management solutions to take care of the most important part of their businesses - their people. Enter Sona: the next generation of AI-native, frontline workforce management. We’ve built an end-to-end platform covering Scheduling, HR, Payroll, and Communications that gives the largest frontline organisations everything they need to staff more intelligently and empower their teams. In under 5 years, we've already made a deep impact on the lives of over 100k frontline workers and the operation of their organisations, grown the team to 160+, and secured over $100M in funding from notable VC's, including our Series B led by N47 alongside Felicis, Northzone, and Gradient Ventures (Google). It’s a hugely exciting time to be joining the team as we’re still small enough that you’ll have a significant impact on the company’s growth trajectory and culture, yet large enough to have a great structure, experienced leaders and world-class benefits in place. About the Role We're growing our payroll bureau fast, and hiring Senior Payroll Specialists to own payroll processing and the customer relationship end-to-end for a portfolio of Sona's frontline customers. This isn't a conventional bureau role. We're a fast-moving startup where everyone has a hand in building our processes, tools, and ways of working, and we're already more AI-forward in how we run payroll than any other bureau we know. You'll help push that further, not just keep up with it. If you want a highly structured environment with the playbook already written, this likely isn't the fit. If you're energised by building, and by figuring out where AI genuinely helps rather than just following a process, you'll have real ownership and real opportunity as the bureau scales. Responsibilities  * Run end-to-end payrolls for a growing portfolio of enterprise customers with complex requirements, spanning hourly rates, overtime, and weekly, fortnightly or monthly cycles * Own your client relationships as their primary point of contact, giving them confidence in our service * Identify opportunities to improve how we work, including where AI can help, and help put those improvements into practice * Act as a payroll expert in support of sales, helping prospective customers understand how our bureau operates * Collaborate across Sona, from Implementation and Product to Customer Success and Support * Develop a strong working knowledge of our HR and WFM platform and how it connects to payroll * Monitor KPIs, SLAs and compliance to ensure we deliver the highest standard of service * Stay current on the legislation, tools and trends that shape how we run payroll   Requirements * Hands-on bureau payroll experience, processing for multiple clients rather than running a single in-house payroll * Strong working knowledge of UK payroll legislation: PAYE, RTI, pension auto-enrolment, and statutory payments * Comfortable managing multiple concurrent payrolls at volume and across different pay cycles * Assured and expert with clients, operating as a trusted advisor on payroll matters * Genuinely curious and self-sufficient: you research, question inefficiencies, and bring ideas rather than needing a playbook handed to you * Genuinely motivated by a startup environment where you help build the processes, not just follow them * Bonus: CIPP qualified (or working towards it), high-volume or multi-sector bureau experience, and any experience building or improving payroll tools and processes, including with AI. A little Ireland payroll exposure is a nice-to-have, not a requirement.   Benefits * Salary: £45,000 - £55,000 * Hybrid working - 2+ days/week in our London office (Soho) * Share options * 35 days annual leave (25 days standard plus 10 flexible public holiday days)  * Extra day of leave for every year of service * Pension contributions matched up to 5% * Comprehensive health insurance * Enhanced parental leave & pay * Salary sacrifice childcare scheme (Workplace Nursery) * Annual all expenses paid team retreats * The latest Macbook and equipment budget for your home office * Professional development budget * Unlimited free books Note: this represents a typical benefits package for a UK-based, full-time employee. Exact details may vary based on location and employment type but we try to be as fair as possible to all of our team members. Please ask your contact in the Talent team to clarify the available benefits for you.