Senior Customer Success Manager, Americas (Remote)

About the role

Notabene is transforming how money moves in the digital economy. We're evolving beyond compliance to enable next-gen digital financial services between regulated institutions. We're seeking individuals to shape the future of the crypto industry.

Responsibilities

• 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
• Running direct with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
• Guiding customers through their Travel Rule programmes and their stablecoin payment products
• Keeping long implementations on track, holding executive attention throughout
• Building relationships across compliance, operations, engineering and the C-suite
• Bringing customer and competitor insight back to product, sales and marketing
• Keeping records current in HubSpot
• On-call duty outside office hours

Requirements

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
• A 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

Qualifications

• Nice to have: Travel Rule, stablecoin payments or digital asset compliance experience
• Experience with banks and regulated financial institutions entering digital assets
• Experience building Customer Success processes and playbooks from scratch