Customer Success Manager, Notabene

• 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

Desirable

• At Notabene, the success of our customers drives everything that we do and our Customer Success team is at the heart of that
• We’re looking for a motivated and empathetic Customer Success Representative to join our growing team
• In this role, you’ll be the voice of our customers — guiding them through onboarding, supporting adoption, and ensuring they get maximum value from our platform
• As a core component of your role, you will also own the post sales commercial journey, being responsible for renewal and upsell of customers within your book of business
• 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
• Drive customer upsells by identifying, qualifying, and raising upgrade opportunities with the customer
• Partner with internal teams (Solution Engineers, Support, Product, Sales) to resolve issues and advocate for customer needs
• Maintain accurate customer records and notes in our CRM / CS tools (e.g., HubSpot, ChurnZero)
• Provide timely, clear, and empathetic support via chat, email, and video calls
• There may be expectations to participate in On Call duty outside of office hours
• Within a year you are successful if…
• You’ve directly contributed to increasing the net retention of your Book of Business
• You can confidently demonstrate knowledge of both our product and also the wider industry
• Our customers trust and rely on you to help them achieve their goals
• You are able to manage commercial discussions, identify and proactively mitigate risk and have been able to renewal and grow your book of business