Customer Success Manager, EMEA
New
N
NotabeneDigital assets
Remote, within EMEA time zones., EMEA time zonesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- Around 5 years in Customer Success or Account Management
- Required Skills
- Customer SuccessHubSpotAccount Management
Requirements
- Be based in EMEA and able to cover customers across the region.
- Have around 5 years of Customer Success or Account Management experience in crypto, fintech, regtech SaaS or another complex technical market.
- Have experience managing your own book of customers.
- Have personally run renewals and upsells and negotiated pricing.
- Be able to work through API documentation, read requests and responses, and assess integration behavior.
- Have experience with a mix of mid-market and enterprise customers.
- Have experience across the customer lifecycle, from onboarding through expansion.
- Have exposure to compliance-driven or regulated environments.
- Be comfortable working autonomously and owning details without waiting for established processes.
- Nice to have: experience with Travel Rule, stablecoin payments or digital asset compliance.
- Nice to have: experience with banks and regulated financial institutions entering digital assets.
- Nice to have: experience building Customer Success processes and playbooks from scratch.
Responsibilities
- Own customer onboarding, adoption, business reviews, renewals and upsells across an EMEA customer book.
- Run renewals and upsells, including pricing discussions with economic buyers.
- Guide customers through Travel Rule programmes and stablecoin payment products.
- Work with customer integration teams on API documentation, test calls, transaction data and webhook data.
- Diagnose integration issues and help customers resolve them.
- Monitor usage, engagement and risk signals, and act on them before they become renewal problems.
- Identify growth opportunities across customers’ adjacent teams, entities and products, and work with Sales on net-new opportunities.
- Build relationships across customer compliance, operations and engineering teams.
- Bring customer and competitor insights to product, sales and marketing.
- Keep HubSpot records current and take some on-call duty outside office hours.
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