Customer Success Manager, EMEA

As a Customer Success Manager EMEA at Notabene, you own the post-sales journey for a book of customers across the region, from crypto-native exchanges and payment providers through to financial institutions and fintechs launching digital asset products. You manage renewals, upsells, pricing conversations, and act as a technical point of contact for customer integration teams. You'll report to the Customer Success leadership and work autonomously to drive net retention and identify growth opportunities within your existing customer base.

What you'll do

• Own the full post-sales journey for your customers: onboarding, adoption, business reviews, renewal and upsell
• Run your own renewals and upsells, including pricing negotiations and conversations with economic buyers
• Guide customers through their Travel Rule programmes and stablecoin payment products
• Work directly with customer integration teams on API documentation, test calls, transaction and webhook data, and diagnose integration issues
• Monitor usage, engagement and risk signals, and act on them with a clear plan before they become renewal problems
• Find growth opportunities across adjacent teams, entities and products within your existing customers, and work with Sales on net-new accounts
• Build relationships across compliance, operations and engineering so the relationship never rests on one contact
• Bring customer and competitor insight back to product, sales and marketing
• Keep records current in HubSpot
• Some on-call duty outside office hours

What you bring

• 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 deals 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
• You own the detail yourself and move 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
• Having built Customer Success processes and playbooks from scratch

About Notabene

Notabene is building infrastructure to transform how money moves in the digital economy, enabling the next generation of digital financial services between regulated institutions. The company has nearly 50 employees across 14 countries and recently closed a Series B round backed by Y Combinator, DRW, F-Prime, Jump Capital, Castle Island, and Green Visor Capital.