Senior Customer Success Manager, Americas (Remote)

About the role

Notabene is 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. We're seeking individuals to help shape the future of the crypto industry.

Location

US-based, remote, covering AMER customers.

The impact you will have

• 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
• Runnin 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
• 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

What you will be doing

• 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
• Runnin 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
• 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

What you bring

• 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
• 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 history of growing customers you already had, and comfort working with Sales on what you surface
• A doer. You own the detail yourself, and you move without waiting for a process to exist
• Patience for enterprise: long cycles, slow ramps, decisions made by committee
• Good judgement with people and real interest in solving their problems
• Credibility with an integration engineer and with a CFO
• Comfortable working autonomously and getting stuck in
• Nice to Have: 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
• Experience building Customer Success processes and playbooks from scratch