Customer Success Manager EMEA

Job description

CUSTOMER SUCCESS MANAGER (EMEA) JOB DESCRIPTION ABOUT NOTABENE 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. With nearly 50 employees across 14 countries and having recently closed our Series B round last November with support from leading investors including Y Combinator, DRW, F-Prime, Jump Capital, Castle Island, and Green Visor Capital, we’re looking for people like you to help shape the future rails of the crypto industry. The impact you will have: At Notabene, the success of our customers drives everything that we do and our Customer Success team is at the heart of that. As a member of the Customer Success team , you will have a key role in helping to shape the Customer Success strategy while also owning and driving the growth of accounts in your book of business. You will become a trusted advisor to our customers and use data-led insights to help your customer base get the most out of Notabene’s products and services. As a core component of your role, you will also own the post sales commercial journey, being responsible for renewal and upsell of customers within your Book of Business. This is an exciting opportunity to join a critical function that will support our growth and expansion. Within a year you are successful if… - You’ve directly contributed to increasing the net retention of your Book of Business - You can confidently demonstrate knowledge of both our product and also the wider industry - Our customers trust and rely on you to help them achieve their goals - You are able to manage commercial discussions, identify and proactively mitigate risk and have been able to renewal and grow your book of business. What you will be doing: - Owning the post-sales customer journey, including onboarding, adoption, renewal and upsell - Establish, develop and maintain long-term relationships with stakeholders within assigned accounts and proactively identify and report on key customer health metrics - Delivering expertise, education, and guidance to customers as they roll out their Travel Rule Compliance program - Drive customer upsells by identifying, qualifying, and raising upgrade opportunities with the customer. - Proactively monitoring and managing customer health metrics, including usage, engagement, and risk signals - Driving improvements in customer health by identifying gaps in adoption and executing clear action plans - Contributing to strategic decision making by sharing ideas and feedback on trends including competitor insights, customer needs, sales, product and marketing information and acting as the voice of the customer internally - Maintain accurate customer records and notes in our CRM / CS tools (e.g., HubSpot, ChurnZero) - There may be expectations to participate in On Call duty outside of office hours What you bring: - 3-5 years working experience in Customer Success or Account Management in a the Cryptocurrency / FinTech / RegTech SaaS space or a complex technical market with experience managing your book of business - Experience managing the full customer lifecycle including onboarding, adoption, retention and upsell - Experience managing a range of clients from SMBs to Enterprise - Experience contributing to the creation of Customer success processes and resources - Exposure to compliance-driven or regulated environments - High emotional intelligence and some who is motivated by learning and problem solving - You are confident in creating and managing relationships with stakeholders at all levels and you are able to successfully communicate with a range of individuals. - Thrive on working autonomously with an entrepreneurial mindset. - Embody proactivity and are happy rolling up your sleeves and getting stuck in NICE TO HAVE - Experience in Crypto, Fintech or Regtech - Experience working with API-based or technical products