Strategic Customer Success Manager - EMEA

Description

We are Utila, an enterprise-grade platform that powers digital asset operations for more than 200 global institutions. Our technology secures $15B+ in monthly transaction volume and has protected over $100B to date. Backed by $50M in funding, Utila is growing fast with a rapidly expanding global customer base.

We build mission-critical infrastructure for institutions operating in the digital asset space, where security, reliability, and scale are non-negotiable. Our customers include fintechs, trading firms, payment companies, and enterprises managing large-scale digital asset operations.

Responsibilities

• Drive EMEA as a business unit: forecast ARR growth, manage churn, identify expansion opportunities, report on regional health
• Build strategic relationships with institutional customers (exchanges, funds, fintechs) from onboarding through renewal and expansion
• Act as business advisor to CFOs/CTOs/COOs, translating wallet infrastructure capabilities into operational efficiency and competitive advantages
• Own renewals and expansion; drive product-led growth through DeFi connectivity, Utila Link, yield optimization
• Collaborate with Tel Aviv-based Support, Product, and Engineering teams; channel EMEA client feedback to influence product roadmap
• Build regional ecosystem relationships through industry events, associations, and partnerships; monitor EMEA and Middle East regulatory developments

Requirements

• 5+ years Customer Success/Technical Account Management in B2B SaaS or fintech; 2+ years in a senior/strategic CSM capacity
• Experience managing a diversified book of business including both enterprise/strategic clients and mid-market accounts through multi-level stakeholder management
• Crypto native knowledge (required): deep understanding of blockchain, digital assets, crypto payments—fluent in custody models, DeFi, stablecoins, cross-chain operations, institutional crypto workflows
• Technical fluency: high-level understanding of MPC key management, wallet operations, blockchain transactions, DeFi integration, and API flows. Hands-on API proficiency is an advantage
• Commercial mindset: ARR forecasting, churn analysis, strategic account planning, contract negotiations - comfortable handling pricing, SLAs, and terms
• Background at crypto-native companies strongly preferred; early team (#5-50) or founding experience valued
• EMEA regional experience valuable: business cultures across UK/Europe/Middle East, timezone management, remote-first collaboration. Regulatory knowledge (MiCA, DORA, UAE/Saudi frameworks) a significant advantage
• Based in EMEA timezone (Tel Aviv, London, Amsterdam, Dubai, or similar); 30% travel; English fluency (other languages a plus)
• Self-starter, autonomous, with an ownership mentality and exceptional communication skills (C-suite presentations, demos, QBRs)