Head of Customer Success

Head of Customer Success

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Working across three continents in eight countries, Notabene is a remote-first and globally distributed team of 40 employees on a mission to make cryptocurrency a part of the everyday economy. As a regulation technology (reg-tech) company, crypto organizations and traditional financial institutions use our tools to reduce transaction risk and make crypto transfers safe. Notabene is recognized as a vital enabler of the crypto ecosystem, and, to date, we’ve processed over half a trillion dollars worth of transactions!

In October 2024, we announced our $14.5M Series B, led by DRW. This fundraise signals our exciting trajectory of success as we continue to be the leading global platform and network for compliant crypto transactions. We’re proud to have the support of Y Combinator, Jump Capital, Castle Island, Green Visor Capital, and more. Notabene is growing fast—and we’re looking for people like you to play a pivotal role in shaping the future infrastructure of the crypto industry.

The Head of Customer Success will lead and scale Notabene’s Customer Success, Account Management, and Support functions. You will define the global strategy for Customer Success while driving measurable outcomes such as customer retention, satisfaction, and revenue growth. As both a strategic leader and a hands-on contributor, you will build scalable processes, foster strong customer relationships, and ensure our customers achieve maximum value from their partnership with Notabene.

This role requires a seasoned leader with experience scaling teams through Series B/C growth, deep familiarity with SaaS businesses in regulated industries (crypto, fintech, reg-tech), and the ability to thrive in dynamic, high-growth environments.

What You’ll Do

• Define and execute the overall Customer Success strategy aligned with company objectives
• Lead and mentor a global Customer Success team, including scaling the organization from 3 team members to a larger regional structure
• Develop and monitor key success metrics including retention, NPS, and upsell/cross-sell revenue
• Partner closely with Engineering/Product, Sales, and Marketing teams to ensure alignment on customer goals
• Establish and optimize customer health scoring and proactive account management frameworks
• Drive improvements in customer onboarding and retention processes
• Own key enterprise renewals and ensure seamless customer experiences

Must Haves

• 7+ years of Customer Success or Account Management experience in SaaS, with 3+ years in leadership roles
• Direct experience in cryptocurrency, blockchain, reg-tech, or fintech.
• Proven ability to create and execute a Customer Success strategy for scaling through Series C or D.
• Track record of achieving significant retention and growth metrics
• Experience leading a global team of 5-15 people with complex reporting structures.
• Familiarity with compliance frameworks (e.g., FATF Travel Rule, AML/KYC) and enterprise customers.
• Strong operational mindset with the ability to identify gaps, implement tools, and build processes.
• Proficiency in using data to monitor customer health and inform decision-making.
• Experience evaluating and implementing customer success tools and systems.
• Empathy for customers with the ability to balance being a customer advocate and aligning with company goals.

Nice-to-Haves

• Experience managing layered teams with roles such as onboarding specialists or CS operations.
• Background in SaaS infrastructure or other highly technical products.
• Demonstrated success in building customer advocacy initiatives such as testimonials, case studies, and reference programs.

Benefits

• Flexible Remote Work: Work from anywhere!
• $1000 WFH Stipend: Use within your first year of employment.
• MacBook Pro: Procured by you and your manager to find a model that meets your needs.
• Unlimited PTO: We trust you to take as much holiday as you need.
• Country-Specific Benefits: Statutory offerings and contributions, managed via our employer-of-record.

If you strongly believe this role is for you, please apply. Notabene considers a broad array of candidates, including those without blockchain experience. Whether you’re returning to work after a gap in employment, or taking the next step in your career path, we will be glad to have you on our radar.

Notabene is proud to be an equal employment workplace and an affirmative action employer. By valuing inclusion and diversity of all forms, we strictly prohibit and do not discriminate based on race, color, religion, national origin, gender, gender identity, gender expression, age, ancestry, citizenship, sexual orientation.