Customer Success Manager

Role Overview

• Build strong relationships with key stakeholders within your account base
• Fully manage your customers throughout the various phases of the lifecycle from onboarding to renewal and expansion
• Be the main point of contact for your accounts internally and externally
• Analyze critical utilization data and assess renewal risk, proactively mitigating risk early on
• Develop net new business through upsell and cross sell opportunities within your region
• Build strategic customer account plans, and manage the commercial cycle independently and/or in collaboration with AEs
• Discovery and scoping of high quality expansion opportunities within existing accounts
• Convert customer needs and challenges into qualified opportunities
• Develop custom proposals based on customer requirements
• Conduct presentations such as QBRs, kickoff calls and product demos
• Negotiate terms and renewals
• Meet and exceed quarterly and annual quotas for your region and target customers

Requirements

• Have extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
• Have experience in working with a broad set of customers across the region
• Have experience creating and working with data flow diagrams of payment schemes and architecture
• Can understand the customer’s business model, and how digital assets fit into their strategy
• Have the ability to analyse customer usage and engagement data to identify trends and opportunities for additional services
• Can manage difficult client relationships, such as churn or downsell conversation, and obtain the best outcome for both the company and our customers.
• Can evaluate customer needs and preferences in relation to pricing, product terms and conditions to ensure that client requirements are addressed in commercial proposals
• Have a collaborative mindset, and experience working with a larger account team, including Account Executives and Solutions Consultants
• Address problems immediately and can work across functions to solve problems
• Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
• Have an understanding of complex B2B sales methodologies
• Are flexible, adaptable and comfortable with changing priorities.
• 5+ years Account Management experience selling SaaS solutions
• Experience working with customers distributed across multiple countries/states.
• Strong relationship building skills, with track record of retention and generating net new business.
• Demonstrated track record of success and quota over achievement
• top 10% performer at your last company.
• A collaborative mindset, and the ability to share the spotlight.
• A strong work ethic and an entrepreneur’s mindset. You’re comfortable creating value in a low structure environment while being agile and resilient.
• Interest and curiosity about digital assets and the crypto economy.
• Must Have: Payments and/or crypto experience.
• Familiar with compliance workflows.
• Bonus Points for: Understanding of AML/KYC and Forensics space, either in cryptocurrency or traditional financial environments.
• Experience selling SaaS solutions to Financial Services.
• Borderline obsession with emerging technology.

Tech Stack

• Unity

Benefits

• Hybrid working: The option to work from almost anywhere for up to 90 days per year.
• Remote Work Budget: $650 budget to set up your home office space.
• L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
• Holidays: 25 days of annual leave + 8 US Public Holidays.
• Birthday Leave: An extra day off for your birthday.
• Enhanced Parental Leave: We provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave.
• Healthcare: Comprehensive medical, dental, and vision coverage through a range of providers (including Tufts, Kaiser, Aetna, UHC, and Blue Shield of CA) with generous premium contributions for you and your dependents.
• 401k: Company match included.
• Mental Health: Full access to Spill mental health support.