Customer Success Manager

Responsibilities

• Build strong relationships with key stakeholders within the account base.
• Manage customers throughout the lifecycle, from onboarding to renewal and expansion.
• Serve as the main internal and external point of contact for assigned accounts.
• Analyze customer utilization and engagement data, assess renewal risk, and proactively mitigate risk.
• Develop new business through upsell and cross-sell opportunities.
• Build strategic customer account plans and manage commercial cycles independently or with Account Executives.
• Discover and scope expansion opportunities within existing accounts.
• Convert customer needs and challenges into qualified opportunities.
• Develop custom proposals based on customer requirements.
• Conduct QBRs, kickoff calls, and product demonstrations.
• Negotiate terms and renewals.
• Meet and exceed quarterly and annual quotas.

Requirements

• Extensive Customer Success experience managing, retaining, and expanding customer accounts.
• Account Management experience selling SaaS solutions.
• Experience working with customers across multiple countries or states.
• Experience creating and working with data-flow diagrams for payment schemes and architectures.
• Ability to understand customer business models and how digital assets support their strategies.
• Ability to analyze customer usage and engagement data to identify trends and opportunities.
• Experience managing difficult client relationships, including churn and downsell conversations.
• Ability to evaluate customer needs and preferences in relation to pricing, product terms, and conditions.
• Experience collaborating with broader account teams, including Account Executives and Solutions Consultants.
• Understanding of complex B2B sales methodologies.
• Strong relationship-building skills with a record of retention and generating new business.
• Demonstrated quota achievement and commercial success.
• Collaborative, entrepreneurial, agile, and resilient mindset.
• Interest in digital assets and the crypto economy.
• Comfortable adopting AI tools to improve productivity.

Nice-to-haves

• Understanding of AML/KYC and forensics in cryptocurrency or traditional financial environments.
• Payments or cryptocurrency experience.
• Familiarity with compliance workflows.
• Experience selling SaaS solutions to financial-services organizations.
• Interest in emerging technology.

Compensation and Benefits

• Hybrid working, with the option to work from almost anywhere for up to 90 days per year.
• £500 remote-working budget for home-office setup.
• $1,000 Learning & Development budget.
• 25 days of annual leave plus bank holidays.
• Extra day off for your birthday.
• 16 weeks of fully paid enhanced parental leave for eligible employees.
• Private health insurance through Vitality.
• Spill mental-health support.
• Life assurance equal to four times salary.
• Cycle to Work Scheme.