Customer Success Manager
Utila
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Own APAC as a Business Unit: Take full accountability for the region’s success, including forecasting ARR growth, managing churn, identifying expansion opportunities, and reporting on regional health.
- Drive Strategic Relationships: Build and maintain deep relationships with institutional customers (exchanges, funds, fintechs) from onboarding through renewal and expansion.
- Act as a Business Advisor: Engage with CFOs, CTOs, and COOs to translate Utila’s wallet infrastructure capabilities into operational efficiency and competitive advantages.
- Lead Renewals & Expansion: Own the commercial lifecycle of your accounts; drive product-led growth through DeFi connectivity, Utila Link, and yield optimization.
- Bridge the Gap with R&D: Channel APAC market feedback to influence the product roadmap and collaborate with global teams.
- Build the Regional Ecosystem: Represent Utila at industry events, monitor APAC regulatory developments, and foster local partnerships to strengthen our market presence.
Requirements
- Proven Experience: 5+ years in Customer Success or Technical Account Management within B2B SaaS or fintech, including at least 2 years in a senior/strategic capacity managing enterprise-level institutional clients.
- Crypto Native Knowledge: Deep, "crypto-native" understanding of blockchain, digital assets, and institutional workflows—specifically custody models, DeFi protocols, and stablecoins.
- Technical & Commercial Fluency: A strong grasp of MPC key management and API flows, combined with a commercial mindset for ARR forecasting, churn analysis, and contract negotiations.
- Regional Expertise: Based in an APAC timezone (Singapore, Hong Kong, or Sydney) with experience navigating regional business cultures and the ability to travel up to 30%.
- Ownership Mentality: A self-starter with exceptional C-suite communication skills and a track record of thriving in early-stage, high-growth startup environments.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessTechnical Account ManagementB2B SaaSARR forecastingchurn analysiscontract negotiationsMPC key managementAPI flowsDeFi connectivityyield optimization
Soft skills
C-suite communicationownership mentalityself-starterrelationship buildingstrategic thinkingoperational efficiencycollaborationinfluencingproblem-solvingadaptability