Customer Success Manager
Manage a nominated portfolio of enterprise customers, driving profitable contract revenue, retention, renewals, upsells, cross-sells, strategic account planning, proposals, QBRs, product demos, and commercial negotiations.
Responsibilities
- Build relationships with key account stakeholders.
- Manage customers from onboarding through renewal and expansion.
- Serve as the primary internal and external account contact.
- Analyze utilization data and proactively mitigate renewal risk.
- Develop upsell and cross-sell opportunities.
- Build strategic account plans and manage the commercial cycle.
- Scope expansion opportunities and convert customer needs into qualified opportunities.
- Develop custom proposals and conduct QBRs, kickoff calls, and product demos.
- Negotiate terms and renewals.
- Meet and exceed quarterly and annual quotas.
Requirements
- Extensive Customer Success experience managing retention and expansion opportunities.
- Experience working with customers across a region and multiple countries or states.
- Experience with payment scheme and architecture data flow diagrams.
- Understanding of digital assets and customer business models.
- Ability to analyze customer usage and engagement data.
- Experience managing churn or downsell conversations.
- Ability to evaluate pricing and product-term requirements.
- Collaborative experience working with Account Executives and Solutions Consultants.
- Understanding of complex B2B sales methodologies.
- Solid Account Management experience selling SaaS solutions.
- Demonstrated quota overachievement.
- Interest in digital assets and the crypto economy.
- Bonus: AML/KYC, forensics, payments, crypto, compliance workflows, or financial-services SaaS experience.
Benefits
- Hybrid working with the option to work from almost anywhere for up to 90 days per year.
- £500 remote working budget.
- $1,000 learning and development budget.
- 25 days of annual leave plus bank holidays.
- Extra day off for your birthday.
- 16 weeks of fully paid parental leave.
- Private health insurance.
- Mental health support.
- Life assurance covering four times salary.
- Cycle to Work Scheme.