Customer Success Manager, EMEA

The role

You will own the post-sales journey for a book of customers across EMEA. This includes onboarding, adoption, renewals, and upsells for crypto-native exchanges, payment providers, and financial institutions.

What you will do

• Owning the post-sales journey including onboarding, adoption, business reviews, renewal and upsell
• Running renewals and upsells including pricing and conversations with the economic buyer
• Guiding customers through Travel Rule programmes and stablecoin payment products
• Working with customer integration teams using API documentation, test calls, transaction and webhook data
• Monitoring usage, engagement and risk signals
• Finding growth inside existing customers and working with Sales on net-new ones
• Building relationships across compliance, operations and engineering
• Bringing customer and competitor insight back to product, sales and marketing
• Keeping records current in HubSpot
• Some on-call duty outside office hours

Required qualifications

• 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 including running renewals and upsells and negotiating pricing
• Technical range to work through API documentation and read a request and response
• 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 who owns the detail and moves 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

About the company

Notabene is building infrastructure that’s transforming how money moves in the digital economy. They have nearly 50 employees across 14 countries.