Summary

As a Customer Success Manager (EMEA), you’ll play a pivotal role in helping brands and creators collaborate effectively across the EMEA region. Your work will empower our clients to grow, solve creative challenges, and thrive in the rapidly evolving creator economy.

What you will do:

1. Own the post-sales customer journey: Lead onboarding, drive adoption, and secure renewals and upsells across SMB and Enterprise accounts.
2. Build and maintain relationships: Establish long-term connections with key stakeholders and proactively track and report on customer health metrics.
3. Provide expertise and guidance: Educate and support customers in implementing their Travel Rule Compliance programs.
4. Act as the voice of the customer: Share actionable insights with internal teams, including competitor trends, customer needs, and feedback on product, sales, and marketing strategies.
5. Collaborate cross-functionally: Work with internal teams to improve the overall customer experience by sharing feedback and advocating for customer needs.

Within a year you will be successful if…

1. You’ve directly contributed to increasing the net retention of our customers in EMEA
2. You can confidently demonstrate knowledge of both our product and also the wider industry
3. Our customers trust and rely on you to help them achieve their goals
4. The Customer Success team is more efficient and scalable thanks to your input on how to automate, simplify, and improve our daily workflows.
5. You are able to manage commercial discussions, identify and proactively mitigate risk, and have been able to renew and grow your book of business.

Must Haves

1. Proven experience owning customer success for a region like EMEA, including managing diverse accounts across SMBs and Enterprise.
2. Track record in managing a book of business and overseeing the entire customer lifecycle from onboarding to retention and upselling
3. Demonstrated ability to create or contribute to scalable customer success processes
4. High emotional intelligence, with strong problem-solving skills and a proactive, entrepreneurial mindset. Confident relationship management skills with stakeholders at all levels, including effective communication across diverse audiences
5. Exceptional ability to listen, understand, and address customer needs with empathy

Nice-To-Haves

1. Experience in fintech, reg-tech, compliance, or an interest in cryptocurrency.
2. Previous experience working in a low-resource environment, thriving in ambiguity, and contributing to building systems and processes from the ground up.

Skills

• Communications Skills
• Cryptocurrency
• Team Collaboration