Customer Success Manager

Summary

Join Notabene, a remote-first, globally distributed reg-tech company, as a Customer Success Manager. You will play a key role in shaping the Customer Success strategy and driving account growth in EMEA. As a trusted advisor, you will leverage data-driven insights to help customers maximize Notabene's products and services. Responsibilities include managing the post-sales customer journey, building strong customer relationships, and contributing to strategic decision-making. Success will be measured by increased customer net retention, product knowledge, customer trust, and team efficiency improvements. This is a fantastic opportunity to contribute to a rapidly growing company in the exciting cryptocurrency industry.

Requirements

• 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
• 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

Responsibilities

• Own 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
• Deliver expertise, education, and guidance to customers as they roll out their Travel Rule Compliance program
• Contribute 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
• Liaise with all cross-functional internal teams to improve the entire customer experience by sharing customer feedback and advocating for our customers

Preferred Qualifications

Experience in Fintech and/or Reg-tech and/or Compliance and an interest in cryptocurrency is a big bonus but isn’t required