About the company
Notabene is on a mission to make crypto a part of the everyday economy. Leading crypto organizations use our tools to reduce transaction risk and make crypto transfers safe. Working across three continents in eight countries, the Notabene team serves our fantastic community of 100+ customers, including financial institutions, fintechs, exchanges, and more. Our co-founders spearheaded foundational Self Sovereign Identity protocols and use-cases. This technology is key to the internals of our cutting edge tech stack. Weāre proud to have the support of leading investors, including Y Combinator, Jump Capital, Castle Island, Green Visor Capital, and more. Weāre at an exhilarating moment in our journey, as regulation technologies (reg-techs) are fast becoming recognized as a vital enabler of the crypto ecosystem. Notabene is growing fastāand weāre looking for people like you to help shape the future rails of the crypto industry!
Job Summary
About the role:
At Notabene, the success of our customers drives everything that we do and our Customer Success team is at the heart of that. As a member of the Customer Success team, you will have a key role in helping to shape the Customer Success strategy while also owning and driving the growth of accounts in your book of business. You will become a trusted advisor to our customers and use data-led insights to help your customer base get the most out of Notabene's products and services. 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.
This is an exciting opportunity to join a critical function that will support our growth and expansion.
Responsibilities:
šOwning the post-sales customer journey, including onboarding, adoption, renewal and upsell šEstablish, develop and maintain long-term relationships with stakeholders within assigned accounts and proactively identify and report on key customer health metrics šDelivering expertise, education, and guidance to customers as they roll out their Travel Rule Compliance program šDrive customer upsells by identifying, qualifying, and raising upgrade opportunities with the customer. šContributing 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 šMaintain accurate customer records and notes in our CRM / CS tools (e.g., HubSpot, ChurnZero) šThere may be expectations to participate in On Call duty outside of office hours
Requirements:
šPrior working experience in Customer Success or Account Management in the Cryptocurrency / FinTech / RegTech SaaS space or a complex technical market with experience managing your book of business šExperience managing the full customer lifecycle including onboarding, adoption, retention and upsell šExperience managing a range of clients from SMBs to Enterprise šExperience contributing to the creation of Customer success processes and resources šHigh emotional intelligence and someone who is motivated by learning and problem solving šYou are confident in creating and managing relationships with stakeholders at all levels and you are able to successfully communicate with a range of individuals. šThrive on working autonomously with an entrepreneurial mindset. šEmbody proactivity and are happy rolling up your sleeves and getting stuck in
Nice-to-have: šExperience in Crypto, Fintech or Regtech is a big bonus but isn't required. šSpanish speaking preferred
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