Senior Customer Success Manager, Americas (Remote)

The role

You will own enterprise customers from signature through implementation, adoption, renewal, and expansion. You will work with customer integration teams on technical matters and map customers for growth opportunities.

What you will do

• Owning enterprise customers from signature onward: implementation, adoption, business reviews, renewal and expansion
• Mapping each customer for growth across adjacent business units, entities, regions and products, and working with Sales to close the net-new ones
• Running your own renewals and upsells, including pricing, commitments and the conversation with the economic buyer
• Running business reviews early enough to shape the renewal outcome
• Working directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
• Guiding customers through their Travel Rule programmes and their stablecoin payment products
• Keeping long implementations on track
• Building relationships across compliance, operations, engineering and the C-suite
• Bringing customer and competitor insight back to product, sales and marketing
• Keeping records current in HubSpot

Required qualifications

• Based in the US, able to cover AMER customers
• Senior experience in Customer Success or Account Management at a crypto, fintech or regtech SaaS company, or in another complex technical market, owning enterprise customers
• Comfort with technical products
• Can work through API documentation, read a request and response, form a view on why an integration is behaving the way it is, and hold that conversation with a customer's engineers
• Commercial ownership
• Have run your own renewals and upsells, negotiated pricing and carried a retention or expansion number
• A history of growing customers you already had, and comfort working with Sales on what you surface
• A doer
• Patience for enterprise: long cycles, slow ramps, decisions made by committee
• Experience across the full lifecycle, from onboarding through to expansion
• Good judgement with people and real interest in solving their problems
• Credibility with an integration engineer and with a CFO

Nice to have

• Travel Rule, stablecoin payments or digital asset compliance experience
• Time at a company that moved up-market into enterprise
• Solutions engineering, implementation or technical account management background
• 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 are evolving beyond compliance foundations to enable digital financial services between regulated institutions.