Customer Success Manager (EMEA)

Job Title: Customer Success Manager (EMEA)

Location: Berlin / Lisbon / Milan / Zug / London / Barcelona / Remote

Department: Customer Success

Job Type: Full-Time

About Notabene

At Notabene, we are on a mission to make cryptocurrency a part of the everyday economy. As a reg-tech company, we build innovative tools to help crypto organizations and financial institutions navigate the complex world of compliance, reducing transaction risks, and making crypto transfers safe and seamless. With over half a trillion dollars in transactions processed to date, Notabene is at the forefront of the blockchain and cryptocurrency ecosystems, empowering businesses to operate within a compliant and secure framework.

Following a successful $14.5M Series B funding round led by DRW and backed by industry leaders such as Y Combinator, Jump Capital, and Castle Island, we are expanding rapidly and looking for talented professionals to join our mission to redefine the crypto landscape. If you're passionate about the Web3 world and want to shape the future of cryptocurrency, we would love to have you on board!

The Impact You Will Have

As a Customer Success Manager (EMEA), you will be instrumental in ensuring the success of our customers across the EMEA region. You will be the trusted advisor to our clients, guiding them through the post-sales journey, driving adoption, and ensuring that they achieve their goals while navigating the rapidly evolving crypto landscape. Your role will empower customers to leverage Travel Rule Compliance programs and expand their understanding and use of blockchain technology and crypto transactions.

What You Will Do

• Own the post-sales customer journey: Lead onboarding, drive adoption, and secure renewals and upsells across both SMB and Enterprise accounts.
• Build and maintain relationships: Establish long-term, trusted connections with key stakeholders and proactively monitor customer health metrics to ensure satisfaction.
• Provide expertise and guidance: Educate and support customers in implementing their Travel Rule Compliance programs, ensuring their crypto transactions are compliant and secure.
• Act as the voice of the customer: Share actionable insights with internal teams, contributing to product development, sales strategies, and marketing by highlighting customer needs and industry trends.
• Collaborate cross-functionally: Work with teams across sales, product, and engineering to improve the overall customer experience and ensure customer needs are met.

Within a year you will be successful if...

• You have contributed to increasing the net retention of customers in the EMEA region.
• You can confidently demonstrate expert knowledge of both Notabene's products and the wider blockchain and cryptocurrency industry.
• Our customers trust and rely on you to help them navigate the complexities of crypto compliance and blockchain technology.
• You’ve provided valuable insights to streamline and automate customer success processes, improving efficiency within the team.
• You have successfully managed commercial discussions, renewed contracts, and grown your book of business, driving additional value for customers.

Must Haves

• Proven experience managing customer success for a region like EMEA, handling diverse accounts from SMBs to Enterprise.
• Strong track record of 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 exceptional problem-solving skills and an entrepreneurial mindset.
• Confident relationship management skills with the ability to engage with stakeholders at all levels, ensuring clear and effective communication.
• A customer-centric approach with the ability to listen, understand, and address customer needs with empathy.

Nice-to-Haves

• Experience in fintech, reg-tech, compliance, or a strong interest in cryptocurrency and blockchain technology.
• Previous experience working in low-resource environments, 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 to set up your ideal work environment.
• MacBook Pro: Choose the model that fits your needs.
• Unlimited PTO: We trust you to take the time you need to recharge.
• Country-Specific Benefits: Statutory offerings and contributions managed via our employer-of-record.

Why Join Notabene?

By joining Notabene, you’ll be part of a globally distributed team at the forefront of blockchain and cryptocurrency compliance. We offer a dynamic and flexible work environment that fosters collaboration, innovation, and personal growth. Our culture is built on trust and inclusion, and we encourage individuals from all backgrounds to apply. Whether you’re new to the crypto space or a seasoned professional, Notabene will provide you with the opportunity to learn, grow, and help shape the future of the crypto economy.

If you’re passionate about Web3, blockchain technology, cryptocurrency, and customer success, we encourage you to apply today! Join us in building a safer, compliant, and innovative future for crypto transactions.