[Hiring] Senior Customer Success Manager @Notabene

Role Description

Notabene is moving up-market. Our growth now comes from financial institutions and fintechs launching digital asset products. These are bigger customers with longer implementation cycles, more stakeholders and higher contract values than the crypto-native exchanges we grew up with.

You will own a small number of these customers. Sales closes the initial deal and hands the customer over at signature. From there they are yours: get them live, get them using the product, renew them and grow them.

Growth is the part of this role that matters most. One signed contract is a way into the rest of the organisation. You will map it, find the other teams, entities and regions that need us, and work with Sales to open them.

You are also the technical point of contact for your customers. Enterprise conversations get technical early, and you should be able to sit with a customer's integration team and be useful without a Solutions Engineer in the room. Comfort with APIs and the curiosity to work things out yourself matter more here than an engineering background.

Within a year you are successful if…

• Net retention across your book has grown, and you can name the renewals and upsells that did it.
• You have found and qualified new opportunities inside your existing customers, and converted or handed off a good number of them.
• Your customers are live and ramping volume, with their executive sponsors still engaged.
• Customers come to you first, on their compliance programme and on their commercial relationship with us.

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.
• Running 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.
• Working directly 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. 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.

Qualifications

• 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.
• Experience across the full lifecycle, from onboarding through to expansion.
• 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.
• Having built Customer Success processes and playbooks from scratch.