Job Description

As an Enterprise Customer Success Manager, Banking – you will play a pivotal role in ensuring the success, adoption, growth, retention and satisfaction of our Americas customers. You will act as a trusted advisor, leveraging your deep knowledge of financial technology to help clients maximize the value of our platform. This role requires both a strategic skillset and technical platform expertise as a product expert, a results-oriented professional who thrives in a fast-paced environment and has a proven track record of managing complex customer relationships for both enterprise and growing payment companies.

Responsibilities

• Serve as primary point of contact for enterprise and scale customers in the crypto industry
• Develop and execute customized account success plans to help customers achieve their business objectives
• Proactively identify opportunities for value realization, product adoption, and process improvements
• Own the health and retention of a portfolio of enterprise and scale accounts
• Collaborate closely with sales, renewals, and account teams to secure renewals and identify expansion opportunities
• Lead regular Executive Business Reviews and adoption Health Checks with executive stakeholders
• Leverage deep domain knowledge of the crypto ecosystem to provide strategic advice
• Act as a thought leader, sharing insights on market trends, compliance requirements, and best practices
• Facilitate cross-functional alignment between customer teams and internal product/engineering teams
• Advocate for customer needs internally
• Deliver training, enablement sessions, and resources to empower customers
• Identify and create customer success stories, case studies, and testimonials

Requirements

• 8+ years of experience in Customer Success, Account Management, or related roles
• Strong understanding of financial infrastructure, compliance requirements, digital wallets, blockchain, or cryptocurrency
• Proven track record of managing and growing enterprise accounts
• Exceptional relationship-building skills with executive stakeholders
• Strategic thinker with the ability to align customer objectives
• Strong project management skills
• Analytical mindset with proficiency in data-driven decision-making
• Familiarity with SaaS platforms that enable financial transactions
• Proficiency in CRM tools like Salesforce, Gainsight, or equivalent customer success platforms
• Outstanding communication and presentation skills
• Collaborative team player
• Self-starter with a passion for technology and a customer-first mindset

Benefits

• No benefits