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. **Location:** Remote, within EMEA time zones. **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. 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. **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 **What you will be doing:** - 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 **What you bring:** - 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. You have run your own renewals and upsells and negotiated pricing, without passing the deal back to Sales - 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 - 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. You own the detail yourself, and you move 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