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### What you'll do: - Own and manage a subset of key accounts, ensuring health and success with our product, securing renewals and expanding ARR - Manage, mentor, and develop a distributed team of Customer Success Managers across AMER - Define and execute regional Customer Success strategies in alignment with the global vision, adapting for regional market needs - Partner with the Global Director of Customer Success to set goals, track performance metrics (NDR, GDR, churn), and drive global consistency - Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion - Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization - Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing to ensure frictionless customer experiences - Represent the voice of global customers by gathering regional insights and informing product roadmaps - Drive continuous improvement of processes, tools, and playbooks across both regions - Champion collaboration between regions, fostering a culture of shared learning and global best practice - Occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders - Work flexibly across time zones, coordinating with global peers and customers to meet business needs

### You will be a great fit here if you: - Enjoy managing top customers and understand the importance of successfully leading them to short and long term success - Have proven success leading distributed Customer Success or Account Management teams in a SaaS environment - Are strategic but hands-on, equally comfortable defining global frameworks as working on key customer relationships - Possess excellent leadership, coaching, and people development skills, creating high-performance and high-trust teams - Fluent in the use of AI-based productivity, customer engagement, and analytics tools to streamline operations and improve client and team outcomes - Take a data-driven approach to decision-making, using customer and business metrics to inform strategy - Are comfortable navigating cultural and operational differences across the AMER market - Have exceptional communication, relationship-building, and stakeholder management abilities - Embrace flexibility and are able to manage priorities across multiple time zones - Thrive in a dynamic, fast-moving environment and champion collaboration across regions and departments - Address problems immediately and can work across functions to solve problems - Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team

### Our ideal candidate has: - 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience - Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting - Operational excellence in process design, forecasting, and metrics tracking - Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies - A global mindset - curious, culturally aware, and adaptable - Interest in blockchain, cryptocurrency, or digital asset industries ### Job Benefits: - Competitive salary - Share Options - Holiday - 25 days of annual leave in addition to US Public Holidays - Health insurance - Personal training budget - Laptop + equipment you need - Home office allowance - Full access to Spill Mental Health Support