Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of the post-sales journey, which includes onboarding, adoption, business reviews, renewals, and upselling.

• Manage renewals and upsells, engaging in pricing negotiations and discussions with economic stakeholders.

• Assist customers in navigating Travel Rule programs and stablecoin payment solutions.

• Provide support to customer integration teams with API documentation, test calls, transaction and webhook data, and integration diagnostics.

• Track usage, engagement, and risk indicators, intervening proactively to prevent renewal challenges.

• Identify opportunities for growth within adjacent customer teams, entities, and products.

• Collaborate with Sales on new business opportunities.

• Establish relationships across customer compliance, operations, and engineering teams.

• Share customer and competitor insights with product, sales, and marketing teams.

• Keep up-to-date records in HubSpot.

• Participate in occasional on-call duties outside of regular office hours.

⛳️ Requirements

• Located in EMEA and capable of covering customers throughout the region.

• Approximately 5 years of experience in Customer Success or Account Management within a crypto, fintech, regtech SaaS firm, or another complex technical sector, managing a personal customer portfolio.

• Proven track record in managing renewals and upsells, negotiating pricing, and leading commercial discussions.

• Proficient in working with API documentation, interpreting requests and responses, and diagnosing integration performance.

• Experience dealing with mid-market and enterprise clients.

• Familiarity with the entire customer lifecycle, from onboarding to expansion.

• Background in compliance-driven or regulated environments.

• Capable of working independently, managing details, and functioning without established processes.

• Nice to have: Experience with Travel Rule, stablecoin payments, or digital asset compliance.

• Nice to have: Experience collaborating with banks and regulated financial institutions entering the digital asset space.

• Nice to have: Experience in creating Customer Success processes and playbooks from the ground up.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity for professional development and career advancement.

• Flexible working arrangements and a supportive team environment.