Customer Success Manager
New
N
NotabeneCrypto, Fintech, Regtech
Remote, within EMEA time zones., EMEA time zonesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Around 5 years
- Required Skills
- RESTful APIsCustomer SuccessSaaSHubSpotAccount Management
Requirements
- 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
- Proven commercial ownership of renewals, upsells, and pricing negotiations
- Technical range: ability to work through API documentation and read request/response data
- Experience across a mix of customer sizes from mid-market through to enterprise
- Experience across the full customer lifecycle from onboarding through to expansion
- Exposure to compliance-driven or regulated environments
- Self-starter capable of working autonomously and managing detail without established processes
- Good judgment with people and genuine interest in solving complex problems
Responsibilities
- Own the post-sales journey for customers: onboarding, adoption, business reviews, renewal and upsell
- Run own renewals and upsells, including pricing and the conversation with the economic buyer
- Guide customers through their Travel Rule programmes and their stablecoin payment products
- Work directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
- Monitor usage, engagement and risk signals, and act on them with a clear plan
- Find growth inside existing customers across adjacent teams, entities and products
- Build relationships across compliance, operations and engineering
- Bring customer and competitor insight back to product, sales and marketing
- Keep records current in HubSpot
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