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Customer Success Manager

Remote Vancouver, BC

Otonomos is disrupting the company formation and management industry by providing the first fully digital company incorporation platform, making it easy for clients from the crypto and blockchain community to online order, form and manage legal entities in the world’s most prominent jurisdictions.

We are a fast-growing blockchain startup attracting clients from across the globe and we are looking to grow our team at our Vancouver hub from our offices on Granville Island.

Job purpose

The strength of the Otonomos business model is that once a client has ordered a company from us there is continuous opportunity to upsell. Your key role will therefore be to make sure that every successive request by clients is immediately lodged and attended to by pulling all internal and external resources together to fulfill the order. Requests can vary however your focus will be primarily company incorporations and bank and crypto exchange account openings for our clients.

Duties and responsibilities

  • Use all available technology tools to be able to capture and respond to client requests including online web chat and our internal CRM client ticketing system.
  • Systematically queue all requests and manage the fulfillment cycle
  • Corresponding with clients to keep them updated for all developments related to a specific ticket
  • Create a library of uniform responses and a knowledge base for our clients
  • Harness all external and internal resources to meet the client’s request in a timely and organized way
  • Keep track of all incoming requests and provide statistics about the number of incoming and fulfilled requests as well as the time towards completion
  • Liaising with the company's network of filing agents in all jurisdictions to incorporate and/or manage entities.
  • Maintaining client entities, including annual renewals, and payment of all applicable fees.
  • Occasionally, support in processing and updating clients' Know-Your-Customer (KYC) and Anti-Money-Laundering (AML) checks including document gathering and review
  • Assist with company and client meetings including travel and outside meetings with clients, service providers, legal counsel, staff and consultants.
  • Keeping track of outside legal counsel billable hours when outside counsel is used..
  • Any other task that fits within or is ancillary to the role assigned to Employee.

Skills and Abilities

  • Very strong organizational skills including methodological use of checklists and project management software.
  • Ability to effectively prioritize workflow in a fast-paced environment with tight deadlines.
  • Document management skills with the ability to learn and utilize software programs.
  • Excellent attention to detail with the ability to read, identify and process information and documents.
  • Strong communication skills, both verbal and written.
  • Extreme resourcefulness in finding solutions and an ability to work independently and take initiative
  • Work well within a team and have a collaborative mindset
  • Excellent written and spoken English


  • Bachelor’s Degree preferred but not required.
  • Experience from within the corporate or legal services world preferred
  • Client facing experience


  • Apple Mac OS
  • Gsuite (Google docs, google sheets, gmail)
  • Microsoft Office (Word, Excel)
  • Adobe Acrobat Professional (Medium level) and e-signing software

Other Requirements

  • Willingness to use software tools and technology to help manage workflows and improve technology
  • Affinity or interest in crypto assets and blockchain technology

Working conditions

  • You will be joining a fun and diverse team in a great working place on Granville Island in Vancouver with the possibility to relocate over time to various places around the world where the company has its activities.
  • Otonomos’ Founder/CEO also strongly believes in the flexibility to over time grow into any role where candidates find fulfillment, even if that role is in a very different area from the initial position.
  • Whilst we like to think we do serious work, we want to go about it in a relaxed and friendly way. We do not micro-manage but put very strong emphasis on taking ownership combined with individual accountability for those tasks each member of the team agrees to take on.
  • As a result, we do let you organize the work the way you see fit and though this is a full time, you can work flexibly and are only required to work at the company's Vancouver location for a minimum of 3 days a week from 9am to 5pm PST, with remainder on a remote work basis if you so wish.

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