Customer Success Manager (EMEA)

• At Notabene, the success of our customers drives everything that we do, and our Customer Success team is at the heart of that. You will own a book of customers across EMEA, from crypto-native exchanges and payment providers through to the financial institutions and fintechs now launching digital asset products
• Sales closes the initial deal and hands the customer over at signature. From there they are yours: get them live, get them using the product, renew them and grow them. The commercial conversation sits with you, which means renewals, pricing and upsells are yours to run
• You are also a technical point of contact for your customers. These conversations get technical early, and you should be able to sit with a customer’s integration team and be useful. Comfort with APIs and the curiosity to work things out yourself matter more here than an engineering background
• 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
• Within a year you are successful if…
• Net retention across your book has grown, and you can name the renewals and upsells that did it
• Your customers are live and using the product, and the ones at risk were identified early
• You have found and qualified upsell opportunities inside your existing customers, and converted a good number of them
• Customers come to you first, on their compliance programme and on their commercial relationship with us
• You can demonstrate real knowledge of our product and of the wider industry

Benefits

• Flexible Remote Work: Work from anywhere!
• $1000 WFH Stipend: Use within your first year of employment
• MacBook Pro: Procured by you and your manager to find a model that meets your needs
• Unlimited PTO: We trust you to take as much holiday as you need
• Country-Specific Benefits: Statutory offerings and contributions, managed via our employer-of-record

• Commercial ownership. You have run your own renewals and upsells and negotiated pricing, without passing the deal back to Sales
• Experience across a mix of customers, from mid-market through to enterprise
• Good judgement with people and real interest in solving their problems
• Based in EMEA, able to cover customers across the region
• 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
• Comfortable working autonomously and getting stuck in
• 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
• A doer. You own the detail yourself, and you move without waiting for a process to exist
• Experience across the full lifecycle, from onboarding through to expansion
• Exposure to compliance-driven or regulated environments
• 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