Customer Success Manager, Notabene

• Proven experience owning customer success for a region like EMEA, including managing diverse accounts across SMBs and Enterprise
• Track record in managing a book of business and overseeing the entire customer lifecycle from onboarding to retention and upselling
• Demonstrated ability to create or contribute to scalable customer success processes
• High emotional intelligence, with strong problem-solving skills and a proactive, entrepreneurial mindset. Confident relationship management skills with stakeholders at all levels, including effective communication across diverse audiences
• Exceptional ability to listen, understand, and address customer needs with empathy

Desirable

• As a Customer Success Manager (EMEA), you’ll play a pivotal role in helping brands and creators collaborate effectively across the EMEA regio
• Your work will empower our clients to grow, solve creative challenges, and thrive in the rapidly evolving creator economy
• Own the post-sales customer journey: Lead onboarding, drive adoption, and secure renewals and upsells across SMB and Enterprise accounts
• Build and maintain relationships: Establish long-term connections with key stakeholders and proactively track and report on customer health metrics
• Provide expertise and guidance: Educate and support customers in implementing their Travel Rule Compliance programs
• Act as the voice of the customer: Share actionable insights with internal teams, including competitor trends, customer needs, and feedback on product, sales, and marketing strategies
• Collaborate cross-functionally: Work with internal teams to improve the overall customer experience by sharing feedback and advocating for customer needs
• Within a year you will be successful if…
• You’ve directly contributed to increasing the net retention of our customers in EMEA
• 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
• The Customer Success team is more efficient and scalable thanks to your input on how to automate, simplify, and improve our daily workflows
• You are able to manage commercial discussions, identify and proactively mitigate risk, and have been able to renew and grow your book of business