About the role:

We are looking for a strategic Senior Customer Success Manager to drive EMEA as a business unit, building and managing relationships with institutional customers across exchanges, funds, and fintechs. You will serve as a trusted business advisor to C-suite stakeholders, translating wallet infrastructure capabilities into operational efficiency and competitive advantages while owning the full customer lifecycle from onboarding through renewal and expansion.

Responsibilities:

📍Drive EMEA as a business unit: forecast ARR growth, manage churn, identify expansion opportunities, report on regional health. 📍Build strategic relationships with institutional customers (exchanges, funds, fintechs) from onboarding through renewal and expansion. 📍Act as business advisor to CFOs/CTOs/COOs, translating wallet infrastructure capabilities into operational efficiency and competitive advantages. 📍Own renewals and expansion; drive product-led growth through DeFi connectivity, Utila Link, yield optimization. 📍Collaborate with Tel Aviv-based Support, Product, and Engineering teams; channel EMEA client feedback to influence product roadmap. 📍Build regional ecosystem relationships through industry events, associations, and partnerships; monitor EMEA and Middle East regulatory developments.

Requirements:

📍5+ years Customer Success/Technical Account Management in B2B SaaS or fintech; 2+ years in a senior/strategic CSM capacity. 📍Experience managing a diversified book of business including both enterprise/strategic clients and mid-market accounts through multi-level stakeholder management. 📍Crypto native knowledge (required): deep understanding of blockchain, digital assets, crypto payments—fluent in custody models, DeFi, stablecoins, cross-chain operations, institutional crypto workflows. 📍Technical fluency: high-level understanding of MPC key management, wallet operations, blockchain transactions, DeFi integration, and API flows. Hands-on API proficiency is an advantage. 📍Commercial mindset: ARR forecasting, churn analysis, strategic account planning, contract negotiations — comfortable handling pricing, SLAs, and terms. 📍Background at crypto-native companies strongly preferred; early team (#5-50) or founding experience valued. 📍EMEA regional experience valuable: business cultures across UK/Europe/Middle East, timezone management, remote-first collaboration. Regulatory knowledge (MiCA, DORA, UAE/Saudi frameworks) a significant advantage. 📍Based in EMEA timezone (Tel Aviv, London, Amsterdam, Dubai, or similar); 30% travel; English fluency (other languages a plus). 📍Self-starter, autonomous, with an ownership mentality and exceptional communication skills (C-suite presentations, demos, QBRs).

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