Regional Manager Customer Success (Web3)

TL;DR

Regional Manager, Customer Success (Web3): Managing a distributed team of CSMs and key accounts across EMEA and APAC with an accent on driving retention, expansion, and strategic operational excellence. Focus on building scalable frameworks, cross-functional collaboration, and ensuring customers achieve tangible value from blockchain analytics solutions.

Location: Based in London, UK (Hybrid)

Company

A global leader in blockchain analytics providing actionable insights for financial institutions and crypto businesses.

What you will do

• Manage, mentor, and develop a distributed team of Customer Success Managers across EMEA and APAC.
• Own and manage a subset of high-value strategic accounts to ensure health, renewals, and expansion.
• Define and execute regional customer success strategies aligned with global objectives.
• Collaborate with Product, Sales, and Operations to influence product roadmaps and improve customer experiences.
• Establish scalable frameworks for onboarding, health scoring, and success planning.
• Monitor performance metrics including NDR, GDR, and churn to drive continuous improvement.

Requirements

• 7+ years of experience in Customer Success or Account Management in a B2B SaaS environment.
• At least 3 years of experience in people management.
• Proven track record of managing teams and accounts across multiple regions (EMEA & APAC preferred).
• Experience in crypto, financial services, payments, or RegTech industries.
• Ability to work flexibly across multiple time zones.
• Strong analytical skills with a data-driven approach to strategy and decision-making.

Nice to have

• Experience scaling Customer Success operations from early-stage to growth.
• Comfort with asynchronous collaboration tools.

Culture & Benefits

• Hybrid work environment with a remote-friendly policy including 90 days per year work-from-anywhere flexibility.
• £500 home office setup budget and $1,000 annual Learning & Development budget.
• Competitive leave: 25 days annual leave plus bank holidays and an extra day for your birthday.
• Enhanced 16-week fully-paid parental leave policy.
• Comprehensive health and wellness support, including Vitality private health insurance and Spill mental health support.
• Life assurance at 4x salary and a £100 crypto sign-on bonus.