Senior Customer Success Manager (Americas)

• Notabene is moving up-market. Our growth now comes from financial institutions and fintechs launching digital asset products. These are bigger customers with longer implementation cycles, more stakeholders and higher contract values than the crypto-native exchanges we grew up with
• You will own a small number of these customers. 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
• Growth is the part of this role that matters most. One signed contract is a way into the rest of the organisation. You will map it, find the other teams, entities and regions that need us, and work with Sales to open them
• You are also the technical point of contact for your customers. Enterprise conversations get technical early, and you should be able to sit with a customer’s integration team and be useful without a Solutions Engineer in the room. Comfort with APIs and the curiosity to work things out yourself matter more here than an engineering background
• 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
• You have found and qualified new opportunities inside your existing customers, and converted or handed off a good number of them
• Your customers are live and ramping volume, with their executive sponsors still engaged
• Customers come to you first, on their compliance programme and on their commercial relationship with us
• 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. FIs take months to go live and ramp slowly, and executive attention has to be held for all of it
• Building relationships across compliance, operations, engineering and the C-suite, 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

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

• Comfortable working autonomously and getting stuck in
• Experience across the full lifecycle, from onboarding through to expansion
• Good judgement with people and real interest in solving their problems
• Comfort with technical products. You 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. You have run your own renewals and upsells, negotiated pricing and carried a retention or expansion number
• A doer. You own the detail yourself, and you move without waiting for a process to exist
• A history of growing customers you already had, and comfort working with Sales on what you surface
• 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
• Credibility with an integration engineer and with a CFO
• Patience for enterprise: long cycles, slow ramps, decisions made by committee
• 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