Senior Customer Success Manager, Americas; Remote

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.

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.

US-based, remote, covering AMER customers.

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 m 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.

• 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

• 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…