Empower the Individual Through Crypto

Gemini is a crypto exchange and custodian that allows customers to buy, sell, store, and earn more than 30 cryptocurrencies like bitcoin, bitcoin cash, ether, litecoin, and Zcash. Gemini is a New York trust company that is subject to the capital reserve requirements, cybersecurity requirements, and banking compliance standards set forth by the New York State Department of Financial Services and the New York Banking Law. Gemini was founded in 2014 by twin brothers Cameron and Tyler Winklevoss to empower the individual through crypto.

Crypto is about giving you greater choice, independence, and opportunity. We are here to help you on your journey. We build crypto products that are simple, elegant, and secure. Whether you are an individual or an institution, we want to help you buy, sell, and store your bitcoin and cryptocurrency. Crypto is not just a technology, it's a movement.

At Gemini, our mission is to empower the individual and that includes giving our employees flexibility of choice — our Office Optional Policy allows employees to choose to work from one of our physical locations or from home.
Select roles that are location-specific will still be eligible for flexible schedules.

The Department: Gemini Investment Solutions

Gemini Investment Solutions is one of the fastest growing teams at Gemini. We serve as a platform for the institutional investing side of the business and are addressing a multi-trillion dollar market opportunity. Our core team recently joined via strategic acquisition and are positioned to play a critical role in Gemini’s mission with best-in-class technology solutions and investment products.

We are a dynamic group with both entrepreneurial spirit as well as enterprise experience. We have incredibly high aspirations for 2022 and beyond - to build a rocket ship on a rocket ship - and we are looking for like-minded individuals from diverse backgrounds (technology, financial services, fintech, SaaS…) who want to carve new paths and guide the transition from the traditional world to a new more decentralized world where access to digital assets is normalized and ubiquitous.

If you fit this mindset and either work with digital assets today or are looking for the right entry point to transition into the space, GIS is a fantastic place to start.

The Role: Head of Customer Success

In an institutional world with trillions of dollars at play and a still burgeoning technology in crypto, customer experience is key. Unlike many enterprise B2B businesses, we capture only a fraction of total customer lifetime value upon deal close; topline growth is only realized with mass adoption. At BITRIA, Customer Success is the key to unlocking this revenue generation potential. You’ll work directly with the leadership of asset managers and platform partners with billions of dollars in AUM. 

You’ll understand how to bring all of Gemini’s offerings to bear to address customers’ challenges and maximize value for them and their own clients. You’ll partner closely with sales, product, and leadership to better understand our customers and ensure that their voices are heard and reflected in our strategic direction. This team is expected to be a major organization within GIS and we are looking for folks who can come in on the ground floor, execute from day one, and grow into future leaders.

Responsibilities:

• Own key customer accounts, building and nurturing relationships with leadership and key personnel and serving as the primary point of contact to GIS and supporting teams.
• Onboard new customers and enable them for success with the platform. Design and implement policies, technology, and tools to promote adoption and drive growth in AUM.
• Develop a deep understanding of both current and future needs of our customers and collaborate with other GIS and Gemini leadership to align the overall strategy and product accordingly.
• As the head of Customer Success, determine how to structure and build out the team to support rapid growth in the company. Serve as a mentor for the team, providing leadership and knowledge needed to set them up for success.
• Provide hands-on customer support and establish connections with greater Gemini resources to scale technical support for the business. Interface with engineering to effectively manage incidents and issues.

Qualifications:

• 6+ years of experience in B2B customer-facing roles and working with C-level executives
• 5+ years managing teams and hiring resources with a track record of success
• Strong interest in cryptocurrency, blockchain, or related concepts. Deep technical aptitude is not a requirement.
• Experience with software, financial services, or financial technology is a plus.
• Experience working cross-functionally and leading internal projects to success.
• Willingness to lead by example and get into the weeds when necessary.
• Ability to drive through uncertain situations and the volatility that come with working in a startup environment in the world of crypto.

It Pays to Work Here

We take a holistic approach to compensation at Gemini, which includes:

• Competitive Compensation and Profit-Sharing Equity
• Flexible vacation policy
• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace and affirmative action employer. If you have a specific need that requires accommodation, please let a member of the People Team know.

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