Customer Success Manager (EMEA)
Notabene
Customer Service, Sales & Business Development
London, UK
Posted on Nov 19, 2024
About Notabene
Working across three continents in eight countries, Notabene is a remote-first and globally distributed team of 40 employees on a mission to make cryptocurrency a part of the everyday economy. As a regulation technology (reg-tech) company, we build tools used by crypto organizations and financial institutions alike to reduce transaction risk and make crypto transfers safe. Notabene is recognized as a vital enabler of the crypto ecosystem, and, to date, we’ve processed over half a trillion dollars worth of transactions!
In October 2024, we announced our $14.5M Series B, led by DRW. This fundraising signals our exciting trajectory of success as we continue to be the leading global platform and network for compliant crypto transactions. We’re proud to have the support of Y Combinator, Jump Capital, Castle Island, Green Visor Capital, and more. Notabene is growing fast—and we’re looking for people like you to help shape the future rails of the crypto industry!
The Impact You Will Have
As a Customer Success Manager (EMEA), you’ll play a pivotal role in helping brands and creators collaborate effectively across the EMEA region. Your work will empower our clients to grow, solve creative challenges, and thrive in the rapidly evolving creator economy.
What you will do:
- Own the post-sales customer journey: Lead onboarding, drive adoption, and secure renewals and upsells across SMB and Enterprise accounts.
- Build and maintain relationships: Establish long-term connections with key stakeholders and proactively track and report on customer health metrics.
- Provide expertise and guidance: Educate and support customers in implementing their Travel Rule Compliance programs.
- Act as the voice of the customer: Share actionable insights with internal teams, including competitor trends, customer needs, and feedback on product, sales, and marketing strategies.
- Collaborate cross-functionally: Work with internal teams to improve the overall customer experience by sharing feedback and advocating for customer needs.
Within a year you will be successful if…
- You’ve directly contributed to increasing the net retention of our customers in EMEA
- You can confidently demonstrate knowledge of both our product and also the wider industry
- Our customers trust and rely on you to help them achieve their goals
- The Customer Success team is more efficient and scalable thanks to your input on how to automate, simplify, and improve our daily workflows.
- You are able to manage commercial discussions, identify and proactively mitigate risk, and have been able to renew and grow your book of business.
Must Haves
- Proven experience owning customer success for a region like EMEA, including managing diverse accounts across SMBs and Enterprise
- Track record in managing a book of business and overseeing the entire customer lifecycle from onboarding to retention and upselling
- Demonstrated ability to create or contribute to scalable customer success processes
- High emotional intelligence, with strong problem-solving skills and a proactive, entrepreneurial mindset. Confident relationship management skills with stakeholders at all levels, including effective communication across diverse audiences
- Exceptional ability to listen, understand, and address customer needs with empathy
Nice-To-Haves
- Experience in fintech, reg-tech, compliance, or an interest in cryptocurrency
- Previous experience working in a low-resource environment, thriving in ambiguity, and contributing to building systems and processes from the ground up
Benefits
- Flexible Remote Work: Work from anywhere!
- $1000 WFH Stipend: Use within your first year of employment.
- MacBook Pro: Procured by you and your manager to find a model that meets your needs.
- Unlimited PTO: We trust you to take as much as holiday as you need.
- Country-Specific Benefits: Statutory offerings and contributions, managed via our employer-of-record.
Apply Today!
If you strongly believe this role is for you, please apply. Notabene considers a broad array of candidates, including those without blockchain experience. Whether you’re returning to work after a gap in employment, or taking the next step in your career path, we will be glad to have you on our radar.
Notabene is proud to be an equal employment workplace and an affirmative action employer. By valuing inclusion and diversity of all forms, we strictly prohibit and do not discriminate based on race, color, religion, national origin, gender, gender identity, gender expression, age, ancestry, citizenship, sexual orientation, status as a protected veteran, or any other legally protected characteristic.