Senior Customer Success Manager, Americas

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Take ownership of enterprise clients from the signing stage onward, which includes implementation, adoption, business reviews, renewals, and expansion.

• Identify customer growth potential across related business units, entities, regions, and product lines.

• Collaborate with the Sales team to secure new business opportunities.

• Manage renewals and upsells, which entails pricing negotiations, commitments, and discussions with economic decision-makers.

• Conduct business reviews early enough to influence renewal results.

• Work closely with customer integration teams on API documentation, test calls, transaction and webhook data, as well as integration diagnostics.

• Assist customers with Travel Rule initiatives and stablecoin payment solutions.

• Ensure long-term financial institution implementations proceed smoothly while maintaining executive involvement.

• Foster relationships across compliance, operations, engineering, and executive leadership.

• Provide insights from customers and competitors to Product, Sales, and Marketing teams.

• Maintain up-to-date records in HubSpot.

• Be available for on-call duties outside of regular office hours.

⛳️ Requirements

• Reside in the US, with the ability to cover AMER clients.

• Significant experience in Customer Success or Account Management within a crypto, fintech, or regtech SaaS company, or another complex technical field, focusing on enterprise clients.

• Proficient with technical products, including navigating API documentation, interpreting requests and responses, diagnosing integrations, and communicating effectively with customer engineers.

• Proven track record in managing renewals and upsells, negotiating pricing, and achieving retention or expansion targets.

• History of expanding relationships with existing customers and collaborating with Sales on identified opportunities.

• Capacity to manage details independently and take initiative without relying on established procedures.

• Patience for the cycles involved in enterprise sales and implementation.

• Comprehensive experience throughout the customer lifecycle, from onboarding to expansion.

• Sound judgment in dealing with people and a genuine interest in addressing customer challenges.

• Credibility with integration engineers and CFOs.

• Ability to work independently.

• Preferred: Experience with Travel Rule, stablecoin payments, or digital asset compliance.

• Preferred: Background in a company that transitioned to enterprise-level clients.

• Preferred: Experience in solutions engineering, implementation, or technical account management.

• Preferred: Familiarity with banks and regulated financial institutions entering the digital asset space.

• Preferred: Experience in creating Customer Success processes and playbooks from the ground up.

🏝️ Benefits

• Flexible remote work arrangement.

• Work within a global, distributed team across 14 countries.