Notabene

Senior Customer Success Manager

Notabene

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Owning the post-sales customer journey, including onboarding, adoption, renewal and upsell
  • Establish, develop and maintain long-term relationships with stakeholders within assigned accounts and proactively identify and report on key customer health metrics
  • Delivering expertise, education, and guidance to customers as they roll out their Travel Rule Compliance program
  • Drive customer upsells by identifying, qualifying, and raising upgrade opportunities with the customer.
  • Contributing to strategic decision making by sharing ideas and feedback on trends including competitor insights, customer needs, sales, product and marketing information and acting as the voice of the customer internally
  • Maintain accurate customer records and notes in our CRM / CS tools (e.g., HubSpot, ChurnZero)
  • There may be expectations to participate in On Call duty outside of office hours

Requirements

  • Prior working experience in Customer Success or Account Management in a the Cryptocurrency / FinTech / RegTech SaaS space or a complex technical market with experience managing your book of business
  • Experience managing the full customer lifecycle including onboarding, adoption, retention and upsell
  • Experience managing a range of clients from SMBs to Enterprise
  • Experience contributing to the creation of Customer success processes and resources
  • High emotional intelligence and some who is motivated by learning and problem solving
  • You are confident in creating and managing relationships with stakeholders at all levels and you are able to successfully communicate with a range of individuals.
  • Thrive on working autonomously with an entrepreneurial mindset.
  • Embody proactivity and are happy rolling up your sleeves and getting stuck in
  • Nice to Have: Experience in Crypto, Fintech or Regtech is a big bonus but isn’t required.
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 holiday as you need.
  • Country-Specific Benefits: Statutory offerings and contributions, managed via our employer-of-record.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementcustomer lifecycle managementonboardingadoptionretentionupsellcustomer success processesproblem solvingrelationship management
Soft Skills
emotional intelligencecommunicationautonomyentrepreneurial mindsetproactivitystakeholder engagementlearning motivationstrategic decision makingfeedback sharingcustomer advocacy