Customer Success Manager
Notabene
Administration
London, UK
Posted on Nov 19, 2024
Working across three continents in eight countries, Notabene is a remote-first and globally distributed team of 40 employees on a mission to make cryptocurrency a part of the everyday economy. As a regulation technology (reg-tech) company, we build tools used by crypto organizations and financial institutions alike to reduce transaction risk and make crypto transfers safe. Notabene is recognized as a vital enabler of the crypto ecosystem and, to date, we’ve processed over half a trillion dollars worth of transactions!
In October 2024, we announced our $14.5M Series B, led by DRW. This fundraise signals our exciting trajectory of success as we continue to be the leading global platform and network for compliant crypto transactions. We’re proud to have the support of Y Combinator, Jump Capital, Castle Island, Green Visor Capital, and more. Notabene is growing fast—and we’re looking for people like you to help shape the future rails of the crypto industry!
We're hiring a Customer Success Manager. At Notabene, the success of our customers drives everything that we do and our Customer Success team is at the heart of that. As a member of the Customer Success team, you will have a key role in helping to shape the Customer Success strategy while also owning and driving the growth of accounts in your book of business. You will become a trusted advisor to our customers and use data-led insights to help your customer base get the most out of Notabene’s products and services. As a core component of your role, you will also own the post sales commercial journey, being responsible for renewal and upsell of customers within your region. This is an exciting opportunity to join a critical function that will support our growth and expansion in EMEA.
What you will be doing:
- Owning the post-sales customer journey, including onboarding, adoption, renewal and upsell.
- Establish, develop and maintain long-term relationships with stakeholders within assigned accounts and proactively identify and report on key customer health metrics.
- Delivering expertise, education, and guidance to customers as they roll out their Travel Rule Compliance program.
- Contributing to strategic decision making by sharing ideas and feedback on trends including competitor insights, customer needs, sales, product and marketing information and acting as the voice of the customer internally.
- Liaising with all cross-functional internal teams to improve the entire customer experience by sharing customer feedback and advocating for our customers.
What you bring:
- Prior working experience in Customer Success or Account Management in a B2B SaaS space or a complex technical market with experience managing your own book of business.
- Experience managing the full customer lifecycle including onboarding, adoption, retention and upsell.
- Experience managing a range of clients from SMBs to Enterprise.
- Experience contributing to the creation of Customer success processes and resources.
- High emotional intelligence and some who is motivated by learning and problem solving.
- Experience in Fintech and/or Reg-tech and/or Compliance and an interest in cryptocurrency is a big bonus but isn’t required.
- You are confident in creating and managing relationships with stakeholders at all levels and you are able to successfully communicate with a range of individuals.
- Thrive on working autonomously with an entrepreneurial mindset.
- Embody proactivity and are happy rolling up your sleeves and getting stuck in
- You are an exceptional and empathetic listener.
Within a year you will be successful if…
- You’ve directly contributed to increasing the net retention of our customers in EMEA
- You can confidently demonstrate knowledge of both our product and also the wider industry
- Our customers trust and rely on you to help them achieve their goals
- The Customer Success team is more efficient and scalable thanks to your input on how to automate, simplify, and improve our daily workflows.
- You are able to manage commercial discussions, identify and proactively mitigate risk and have been able to renewal and grow your book of business.