客户成功经理（欧洲、中东和非洲）
Customer Success Manager (EMEA)
#### **关于Notabene**
Notabene正在构建基础设施，正在改变数字经济中资金流动的方式。我们已超越合规基础，以无与伦比的效率，为受监管机构之间提供下一代数字金融服务。目前我们在14个国拥有近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，共同塑造加密行业的未来基础设施。
**地点：** 远程办公，位于EMEA时区。
**你将产生的影响：**
在Notabene，客户的成功是我们一切工作的核心，我们的客户成功团队是这一核心所在。你将负责EMEA地区的客户群，从加密原生交易所和支付提供商，到如今推出数字资产产品的金融机构和金融科技公司。
销售完成初始交易并在签署后将客户移交给你。从那时起，客户就由你负责：让他们上线、使用产品、续约并增长。商业对话由你主导，这意味着续约、定价和升级销售都由你来推动。
你也是客户的的技术联系人。这些对话会很早涉及技术内容，你应该能够与客户的集成团队坐在一起并提供帮助。在这里，对API的熟悉程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约和升级销售带来了增长
- 你的客户已经上线并使用了产品，那些有风险的客户被早期识别出来
- 你在现有客户中找到了并验证了升级销售机会，并成功转化了其中相当一部分
- 客户首先找你，关于他们的合规计划以及他们与我们的商业关系
- 你可以展示出对我们产品和整个行业的深入了解
**你将从事的工作：**
- 负责客户的售后旅程：上架、采用、业务评审、续约和升级销售
- 自主推动续约和升级销售，包括定价和与经济买家的对话
- 指导客户完成他们的旅行规则计划和稳定币支付产品
- 直接与客户集成团队合作
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:** Remote, within EMEA time zones.
**The impact you will have:**
At Notabene, the success of our customers drives everything that we do, and our Customer Success team is at the heart of that. You will own a book of customers across EMEA, from crypto-native exchanges and payment providers through to the financial institutions and fintechs now launching digital asset products.
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. The commercial conversation sits with you, which means renewals, pricing and upsells are yours to run.
You are also a technical point of contact for your customers. These conversations get technical early, and you should be able to sit with a customer's integration team and be useful. 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
- Your customers are live and using the product, and the ones at risk were identified early
- You have found and qualified upsell opportunities inside your existing customers, and converted a good number of them
- Customers come to you first, on their compliance programme and on their commercial relationship with us
- You can demonstrate real knowledge of our product and of the wider industry
**What you will be doing:**
- Owning the post-sales journey for your customers: onboarding, adoption, business reviews, renewal and upsell
- Running your own renewals and upsells, including pricing and the conversation with the economic buyer
- Guiding customers through their Travel Rule programmes and their stablecoin payment products
- Working directly with customer integration teams: API documentation, test calls, transaction and webhook data, and a clear diagnosis when something is stuck
- Monitoring usage, engagement and risk signals, and acting on them with a clear plan well before they become a renewal problem
- Finding growth inside your existing customers across adjacent teams, entities and products, and working with Sales on the net-new ones
- Building relationships across compliance, operations and engineering, 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 EMEA, able to cover customers across the region
- Around 5 years in Customer Success or Account Management at a crypto, fintech or regtech SaaS company, or in another complex technical market, managing your own book of customers
- Commercial ownership. You have run your own renewals and upsells and negotiated pricing, without passing the deal back to Sales
- Some technical range. You can work through API documentation, read a request and response, and form a view on why an integration is behaving the way it is
- Experience across a mix of customers, from mid-market through to enterprise
- Experience across the full lifecycle, from onboarding through to expansion
- Exposure to compliance-driven or regulated environments
- A doer. You own the detail yourself, and you move without waiting for a process to exist
- Good judgement with people and real interest in solving their problems
- Comfortable working autonomously and getting stuck in
#### **Nice to Have**
- Travel Rule, stablecoin payments or digital asset compliance experience
- Experience with banks and regulated financial institutions entering digital assets
- Having built Customer Success processes and playbooks from scratch