Strategic Customer Success Manager

You will own a portfolio of institutional accounts throughout the commercial lifecycle, from onboarding through multi-year retention. You will lead renewals, upsells, cross-sells, discovery, negotiations, and contract closes. You will manage ARR forecasting, churn mitigation, net revenue retention, account plans, and expansion opportunities. You will advise senior client stakeholders on wallet infrastructure, drive feature adoption, and collaborate with Support, Product, Engineering, Sales, and Finance 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%