高级客户成功经理（美洲）
Senior Customer Success Manager (AMER)
#### **关于Notabene**
Notabene正在构建改变数字经济发展中资金流动方式的基础设施。我们已超越合规基础，为受监管机构之间提供前所未有的效率的下一代数字金融服务。目前我们在14个国家拥有近50名员工，并于去年11月完成了B轮融资，获得包括Y Combinator、DRW、F-Prime、Jump Capital、Castle Island和Green Visor Capital在内的领先投资方支持。我们正在寻找像你这样的人才，共同塑造加密货币行业的未来基础设施。
**地点：** 美国本地，远程办公，服务AMER客户。
**你将带来的影响：**
Notabene正在向高端市场迈进。我们的增长现在来自于金融机构和金融科技公司推出数字资产产品。这些客户规模更大，实施周期更长，涉及更多利益相关者，合同金额也比我们成长过程中所熟悉的加密原生交易所更高。
你将负责少数几个这样的客户。销售完成初步交易并签署后，客户就交给你了：让他们上线，让他们使用产品，续费并扩展他们。
增长是这个角色中最重要的一部分。一份签约合同是进入组织其他部分的途径。你需要绘制客户关系图，找到其他需要我们的团队、实体和地区，并与销售合作打开这些机会。
你也是客户的首要技术联系人。企业对话在早期就会涉及技术问题，你应该能够与客户的集成团队坐在一起，并且在没有解决方案工程师在场的情况下也能发挥作用。在这里，对API的熟悉度和自己解决问题的好奇心比工程背景更重要。
**一年内如果你成功的话…**
- 你的客户群净留存率有所增长，并且你能说出哪些续费和升级带来了增长
- 你在现有客户内部发现了并评估了新的机会，并成功转化或转交了相当数量的这些机会
- 你的客户已经上线并开始增加交易量，他们的高管赞助人仍然保持参与
- 客户首先找你，关于他们的合规计划以及与我们的商业关系
**你将从事的工作：**
- 从签约开始负责企业客户：实施、采用、业务回顾、续约和扩展
- 为客户进行映射，以在相邻业务部门、实体、地区和产品中实现增长，并推动工作
查看英文原文
#### **About Notabene**
Notabene is building infrastructure that’s transforming how money moves in the digital economy. We’re evolving beyond our compliance foundations to enable the next generation of digital financial services between regulated institutions with unprecedented efficiency. With nearly 50 employees across 14 countries and having recently closed our Series B round last November with support from leading investors including Y Combinator, DRW, F-Prime, Jump Capital, Castle Island, and Green Visor Capital, we’re looking for people like you to help shape the future rails of the crypto industry.
**Location:** US-based, remote, covering AMER customers.
**The impact you will have:**
Notabene is moving up-market. Our growth now comes from financial institutions and fintechs launching digital asset products. These are bigger customers with longer implementation cycles, more stakeholders and higher contract values than the crypto-native exchanges we grew up with.
You will own a small number of these customers. Sales closes the initial deal and hands the customer over at signature. From there they are yours: get them live, get them using the product, renew them and grow them.
Growth is the part of this role that matters most. One signed contract is a way into the rest of the organisation. You will map it, find the other teams, entities and regions that need us, and work with Sales to open them.
You are also the technical point of contact for your customers. Enterprise conversations get technical early, and you should be able to sit with a customer's integration team and be useful without a Solutions Engineer in the room. Comfort with APIs and the curiosity to work things out yourself matter more here than an engineering background.
**Within a year you are successful if…**
- Net retention across your book has grown, and you can name the renewals and upsells that did it
- You have found and qualified new opportunities inside your existing customers, and converted or handed off a good number of them
- Your customers are live and ramping volume, with their executive sponsors still engaged
- Customers come to you first, on their compliance programme and on their commercial relationship with us
**What you will be doing:**
- Owning enterprise customers from signature onward: implementation, adoption, business reviews, renewal and expansion
- Mapping each customer for growth across adjacent business units, entities, regions and products, and working with Sales to close the net-new ones
- Running your own renewals and upsells, including pricing, commitments and the conversation with the economic buyer
- Running business reviews early enough to shape the renewal outcome
- Working directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
- Guiding customers through their Travel Rule programmes and their stablecoin payment products
- Keeping long implementations on track. FIs take months to go live and ramp slowly, and executive attention has to be held for all of it
- Building relationships across compliance, operations, engineering and the C-suite, so the relationship never rests on one contact
- Bringing customer and competitor insight back to product, sales and marketing
- Keeping records current in HubSpot
- Some on-call duty outside office hours
**What you bring:**
- Based in the US, able to cover AMER customers
- Senior experience in Customer Success or Account Management at a crypto, fintech or regtech SaaS company, or in another complex technical market, owning enterprise customers
- Comfort with technical products. You can work through API documentation, read a request and response, form a view on why an integration is behaving the way it is, and hold that conversation with a customer's engineers
- Commercial ownership. You have run your own renewals and upsells, negotiated pricing and carried a retention or expansion number
- A history of growing customers you already had, and comfort working with Sales on what you surface
- A doer. You own the detail yourself, and you move without waiting for a process to exist
- Patience for enterprise: long cycles, slow ramps, decisions made by committee
- Experience across the full lifecycle, from onboarding through to expansion
- Good judgement with people and real interest in solving their problems
- Credibility with an integration engineer and with a CFO
- Comfortable working autonomously and getting stuck in
#### **Nice to Have**
- Travel Rule, stablecoin payments or digital asset compliance experience
- Time at a company that moved up-market into enterprise
- Solutions engineering, implementation or technical account management background
- Experience with banks and regulated financial institutions entering digital assets
- Having built Customer Success processes and playbooks from scratch