Job Description:
Customer Success Manager, EMEA
Owning the post-sales journey for your customers: onboarding, adoption, business reviews, renewal and upsell
Running your own renewals and upsells, including pricing and the conversation with the economic buyer
Guiding customers through their Travel Rule programmes and their stablecoin payment products
Working directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
Monitoring usage, engagement and risk signals, and acting on them with a clear plan well before they become a renewal problem
Finding growth inside your existing customers across adjacent teams, entities and products, and working with Sales on the net-new ones
Building relationships across compliance, operations and engineering, 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
Job Requirements:
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, managing your own book of customers
Commercial ownership. You have run your own renewals and upsells and negotiated pricing, without passing the deal back to Sales
Some technical range. You can work through API documentation, read a request and response, and form a view on why an integration is behaving the way it is
Experience across a mix of customers, from mid-market through to enterprise
Experience across the full lifecycle, from onboarding through to expansion
Exposure to compliance-driven or regulated environments
A doer. You own the detail yourself, and you move without waiting for a process to exist
Good judgement with people and 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
Having built Customer Success processes and playbooks from scratch
Benefits:
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