Customer Success Manager

• Serve as a trusted advisor to Coinbase’s high-net-worth customers, delivering white-glove support across inbound and proactive channels.
• Anticipate customer needs, proactively resolve friction, and create value-add opportunities that deepen trust and strengthen long-term relationships.
• Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence.
• Investigate, troubleshoot, and resolve complex issues with accurate root-cause analysis and durable solutions.
• Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts.
• Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps.
• Own casework end-to-end, ensuring timely resolution, clear communication, and consistent follow-through.
• Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience.
• Partner with cross-functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products.

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