Senior Customer Success Manager, Americas (Remote)
About Notabene
Notabene is building infrastructure that’s transforming how money moves in the digital economy. We’re evolving beyond our compliance foundations to enable the next generation of digital financial services between regulated institutions with unprecedented efficiency. With nearly 50 employees across 14 countries and having recently closed our Series B round last November with support from leading investors including Y Combinator, DRW, F-Prime, Jump Capital, Castle Island, and Green Visor Capital, we’re looking for people like you to help shape the future rails of the crypto industry.
Location: US-based, remote, covering AMER customers.
The impact you will have:
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
What you bring:
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