[Hiring] Customer Success Manager @Notabene

Role Description

At Notabene, the success of our customers drives everything that we do, and our Customer Success team is at the heart of that. You will own a book of customers across EMEA, from crypto-native exchanges and payment providers through to the financial institutions and fintechs now launching digital asset products.

• Sales closes the initial deal and hands the customer over at signature.
• You are responsible for getting customers live, using the product, renewing them, and growing them.
• The commercial conversation, including renewals, pricing, and upsells, is yours to run.
• You will be a technical point of contact for your customers, engaging with their integration teams.
• Comfort with APIs and curiosity to work things out yourself are essential.

Within a year you are successful if:

• Net retention across your book has grown, and you can name the renewals and upsells that contributed to it.
• Your customers are live and using the product, and at-risk customers were identified early.
• You have found and qualified upsell opportunities inside your existing customers and converted a good number of them.
• Customers come to you first regarding their compliance programme and commercial relationship with us.
• You can demonstrate real knowledge of our product and the wider industry.

What you will be doing:

• Owning the post-sales journey for your customers: onboarding, adoption, business reviews, renewal, and upsell.
• Running your own renewals and upsells, including pricing and conversations with the economic buyer.
• Guiding customers through their Travel Rule programmes and stablecoin payment products.
• Working directly with customer integration teams on API documentation, test calls, transaction and webhook data, and diagnosing issues.
• Monitoring usage, engagement, and risk signals, and acting on them proactively.
• Finding growth opportunities within existing customers and collaborating with Sales on new ones.
• Building relationships across compliance, operations, and engineering.
• Bringing customer and competitor insights back to product, sales, and marketing.
• Keeping records current in HubSpot.
• Some on-call duty outside office hours.

Qualifications

• 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.
• Commercial ownership with experience in running renewals and upsells and negotiating pricing.
• Some technical range; ability to work through API documentation and understand integration behaviors.
• Experience across a mix of customers, from mid-market to enterprise.
• Experience across the full lifecycle, from onboarding to expansion.
• Exposure to compliance-driven or regulated environments.
• A doer who owns the detail and moves without waiting for a process to exist.
• Good judgement with people and a real interest in solving their problems.
• Comfortable working autonomously and getting stuck in.

Nice to Have

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