Senior Customer Success Manager, Americas (Remote)

As a Senior Customer Success Manager at Notabene, you own a small number of enterprise customers from contract signature through implementation, adoption, renewal and expansion. Notabene is moving up-market, serving financial institutions and fintechs launching digital asset products with longer implementation cycles and higher contract values than crypto-native exchanges. You will get customers live, drive adoption, uncover growth across their organisations, and serve as the technical point of contact for their integration teams.

What you'll do

• Own enterprise customers end-to-end from signature onward: implementation, adoption, business reviews, renewal and expansion
• Map each customer for growth opportunities across adjacent business units, entities, regions and products, and partner with Sales to close net-new deals
• Run your own renewals and upsells, including pricing, commitments and conversations with economic buyers
• Conduct business reviews early enough to shape renewal outcomes
• Work directly with customer integration teams on API documentation, test calls, transaction and webhook data, and diagnosis when integrations are stuck
• Guide customers through their Travel Rule programmes and stablecoin payment products
• Keep long implementations on track through the months-long onboarding cycles and slow volume ramps that financial institutions experience
• Build relationships across compliance, operations, engineering and the C-suite so the customer relationship does not depend on a single contact
• Bring customer and competitor insight back to product, sales and marketing teams
• Maintain accurate records in HubSpot
• Cover some on-call duty outside office hours

What you bring

• Based in the US and 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 requests and responses, diagnose why an integration behaves as it does, and discuss this with customer engineers
• Commercial ownership, having run your own renewals and upsells, negotiated pricing and carried a retention or expansion number
• A track record of growing customers you already had and comfort working with Sales on what you surface
• You own detail yourself and move without waiting for a process to exist
• Patience for enterprise sales cycles, slow ramps and decisions made by committee
• Experience across the full customer lifecycle from onboarding through expansion
• Good judgement with people and genuine interest in solving their problems
• Credibility with both integration engineers and CFOs
• Ability to work autonomously and get 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
• Experience building Customer Success processes and playbooks from scratch

About Notabene

Notabene is building infrastructure for how money moves in the digital economy, evolving beyond compliance foundations to enable the next generation of digital financial services between regulated institutions. With nearly 50 employees across 14 countries, the company recently closed its Series B with backing from Y Combinator, DRW, F-Prime, Jump Capital, Castle Island and Green Visor Capital.