Customer Success Manager, EMEA
Job description
Customer Success Manager owning a book of EMEA customers for Notabene's crypto compliance and payments infrastructure, covering onboarding, adoption, renewals and upsells. The role is also a technical point of contact for customer integration teams working with APIs.
At a glance
- Employment
- Full-time
- Work mode
- Remote · EMEA
What you'll do
- Owning the post-sales journey for your customers: onboarding, adoption, business reviews, renewal and upsell
- Running your own renewals and upsells, including pricing and the conversation with the economic buyer
- Guiding customers through their Travel Rule programmes and their stablecoin payment products
- Working directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
- Monitoring usage, engagement and risk signals, and acting on them with a clear plan well before they become a renewal problem
- Finding growth inside your existing customers across adjacent teams, entities and products, and working with Sales on the net-new ones
- Building relationships across compliance, operations and engineering, so the relationship never rests on one contact
- Bringing customer and competitor insight back to product, sales and marketing
- Keeping records current in HubSpot
- Some on-call duty outside office hours
What we're looking for
- Based in EMEA, able to cover customers across the region
- Around 5 years in Customer Success or Account Management at a crypto, fintech or regtech SaaS company, or in another complex technical market, managing your own book of customers
- Commercial ownership: you have run your own renewals and upsells and negotiated pricing, without passing the deal back to Sales
- Some technical range: you can work through API documentation, read a request and response, and form a view on why an integration is behaving the way it is
- Experience across a mix of customers, from mid-market through to enterprise
- Experience across the full lifecycle, from onboarding through to expansion
- Exposure to compliance-driven or regulated environments
- A doer: you own the detail yourself, and you move without waiting for a process to exist
- Good judgement with people and real interest in solving their problems
- Comfortable working autonomously and getting stuck in
Nice to have
- Travel Rule, stablecoin payments or digital asset compliance experience
- Experience with banks and regulated financial institutions entering digital assets
- Having built Customer Success processes and playbooks from scratch
Your team
Customer Success
The Customer Success team is at the heart of what Notabene does, owning customers after Sales closes the initial deal.
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About Notabene
Building infrastructure that's transforming how money moves in the digital economy
Notabene is building infrastructure that's transforming how money moves in the digital economy. We're evolving beyond our compliance foundations to enable the next generation of digital financial services between regulated institutions with unprecedented efficiency.
Mission
Enable the next generation of digital financial services between regulated institutions with unprecedented efficiency
Key facts
- nearly 50 employees
- Crypto compliance and digital asset infrastructure
- Nearly 50 employees across 14 countries
- Recently closed Series B round last November
- Supported by leading investors including Y Combinator, DRW, F-Prime, Jump Capital, Castle Island, and Green Visor Capital