Manager, Customer Retention

CoinFlip is a global digital currency platform company, focused on providing consumers simple and secure access to buy and sell cryptocurrency. The company operates the world's largest network of cryptocurrency kiosks by transaction volume with more than 5,000 kiosks across 49 U.S. states, Puerto Rico, Canada, Australia, New Zealand, South Africa, Italy, Panama, and Brazil. CoinFlip’s digital currency kiosks make buying and selling major cryptocurrencies accessible and safe for consumers who wish to purchase their digital currency using cash. CoinFlip also operates CoinFlip Preferred, a personalized over-the-counter service that provides investors with custom, white glove support for their cryptocurrency transactions. In 2022, CoinFlip launched CoinFlip Ventures, an investment group offering coaching, funding, and networking support to early-stage crypto and web3 projects.

CoinFlip was founded in 2015 by Daniel Polotsky, Kris Dayrit, Alan Gurevich, and Ben Weiss. Headquartered in Chicago, CoinFlip placed in the top 500 on the 2021, 2022, and 2023 Inc. 5000 list, and on the 2022 and 2023 Deloitte Technology Fast 500, was named the 2021 and 2022 #1 fastest-growing company in Chicago by Crain's, ranked in Chicago Tribune’s Top Workplaces in 2021 and 2022, and was awarded the 2021 and 2022 Stevie ® Awards for Customer Service. To learn more about CoinFlip and how to get started on your digital currency journey, visit www.CoinFlip.tech.

CoinFlip is looking for a Customer Retention Manager who can develop and implement strategies to ensure customer satisfaction, building on existing clientele through positive relationships. The successful candidate will analyze customer trends, recommending ways to retain and grow our customer base.

This position requires intuition, organization, strong communication skills, attention to detail, and an innate commitment to meet crucial deadlines.

Responsibilities

• Maps out, analyzes, and optimizes customer journeys to provide strategic insights
• Serve as a liaison between customers and leadership, thoughtfully considering need for additional internal escalation and awareness
• Suggest plan for remediation, and project manage steps toward a resolution
• Optimizes email, SMS, and push notifications sends through A/B testing
• Collaborates with graphic designers to deliver high-quality creative assets across email, SMS, and push platforms that drive conversions
• Work collaboratively and effectively with leaders across the organization, often outside of Sales, to resolve and analyze complex customer issues
• Works closely with external resources to set up retargeting advertising campaigns that drive repeat purchases
• Identify revenue-generating opportunities, when appropriate
• Collaborates with other internal teams as needed to meet objectives
• Reports on email, SMS, and push results, giving key insights and recommendations
• Build customer segments that can be used for retargeting and personalized marketing campaigns
• Monitors industry trends and best practices, implementing as needed
• Other duties as assigned
  
  

Qualifications

• Bachelor's degree in Marketing, Communications, or similar field highly preferred, but not required
• 5+ years of proven customer-facing sales, account management, escalation management, or customer success experience
• Familiarity with Salesforce
• Ability to maintain attention to detail in a fast-paced environment
• Self-starter—someone who takes initiative with a natural drive to get things done
• Problem solver, able to stay focused and calm in the face of change
• Knowledge of email & SMS marketing laws, regulations, and best practices
  
  

Nice To Have

• Basic knowledge of cryptocurrency and blockchains
• General passion and knowledge of fintech and cryptocurrency
  
  

Working at CoinFlip means collaborating with experienced and innovative leaders who share a clear vision and a track record of success. We offer a collaborative and positive working environment where we encourage employees to balance productivity with time to recharge. Compensation is above and beyond a typical “startup” — we offer competitive salaries, performance-based incentives, and competitive benefits for full-time employees.

CoinFlip values diversity in the workplace and is an equal opportunity employer committed to providing an inclusive and accessible work environment. We thank all candidates who apply, but only those selected for an interview will be contacted.

By applying to this role, you give express consent to CoinFlip to send you informational text (SMS) messages regarding this role and the application process. You can cancel the SMS service at any time by replying "STOP" to the text message you received. If at any time you forget what keywords are supported, just reply "HELP." Message and data rates apply. If you require a special accommodation, please let us know and we’ll work with you to meet your needs.