Strategic Customer Success Manager

Own a portfolio of institutional accounts throughout the commercial lifecycle, from onboarding through multi-year retention. Lead renewals, upsells, cross-sells, discovery, negotiations, and contract closes while managing ARR forecasting, churn mitigation, net revenue retention, account plans, and expansion opportunities. Advise senior client stakeholders on wallet infrastructure, drive feature adoption, and collaborate cross-functionally to address client needs and inform the product roadmap.

Responsibilities

• Run end-to-end renewal, upsell, and cross-sell cycles from stakeholder mapping through signed contracts
• Manage and forecast a regional ARR book
• Own churn mitigation and net revenue retention targets
• Lead complex negotiations on pricing, SLAs, and contract terms with C-suite stakeholders
• Conduct build-versus-buy discussions with technically sophisticated clients
• Identify and size expansion opportunities and build account plans with revenue milestones
• Own institutional accounts from onboarding through multi-year retention
• Advise CFOs, CTOs, and COOs on wallet infrastructure, operational efficiency, and competitive advantage
• Drive feature adoption and ecosystem management
• Collaborate with Support, Product, and Engineering teams and channel EMEA client feedback into the product roadmap

Requirements

• 5+ years of Customer Success or Technical Account Management experience in B2B SaaS or fintech
• 2+ years in a senior or strategic Customer Success Manager capacity
• Proven record of closing renewals and expansions with documented ARR impact
• Experience leading C-suite negotiations with CFOs, CTOs, and COOs
• Experience managing complex deal cycles, including competitive displacement, build-versus-buy analysis, and multi-product expansion
• Knowledge of custody models, MPC architecture, DeFi, stablecoins, institutional wallet operations, and blockchain transaction flows, or experience in fintech, financial services, or cybersecurity
• Ability to discuss high-level API integration, authorization workflows, and wallet infrastructure with engineering counterparts
• EMEA regional business experience
• Based in an EMEA timezone
• English fluency
• Ability to travel approximately 30%