Strategic Customer Success Manager

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. This is a revenue-owning IC role within an established EMEA CS team. You’ll own a book of institutional accounts - renewals, expansions, and net-new onboarding and product adoption - and be expected to run the full commercial lifecycle: discovery, negotiation, and close. You’ll coordinate with Tel Aviv-based Product, Sales, and Finance while managing relationships with CFOs, CTOs, and COOs across the UK, Europe, the Middle East, and Africa. Responsibilities Commercial Ownership Run end-to-end commercial cycles: renewal, upsell, and cross-sell from initial stakeholder mapping through signed contract Manage and forecast a regional ARR book; own churn mitigation and net revenue retention targets Lead complex multi-stakeholder negotiations - pricing, SLAs, contract terms - with C-suite counterparts Conduct build-vs-buy analysis conversations with technically sophisticated clients evaluating Utila against proprietary alternatives Identify and size expansion opportunities across the portfolio; build account plans with clear revenue milestones Strategic Account Management Own institutional accounts (exchanges, OTC desks, funds, fintechs) from onboarding through multi-year retention Act as a strategic business advisor to CFOs/CTOs/COOs, translating MPC wallet infrastructure into operational efficiency and competitive advantage Drive product-led growth through feature adoption, ecosystem management Collaborate with Tel Aviv-based Support, Product, and Engineering teams; channel EMEA client feedback to influence product roadmap Requirements 5+ years Customer Success/Technical Account Management in B2B SaaS or fintech; 2+ years in a senior/strategic CSM capacity Proven commercial & sales track record (required): closed renewals and expansions with documented ARR impact; led C-suite negotiations (CFO, CTO, COO) as primary counterpart; managed complex deal cycles including competitive displacement, build-vs-buy, and multi-product expansion Crypto-native knowledge (preferred): fluent in custody models, MPC architecture, DeFi, stablecoins, institutional wallet operations, and blockchain transaction flows. Alternatively, Fintech, Financial Services, Cyber Security companies Technical fluency: able to engage engineering counterparts on API integration in high-level, authorization workflows, and wallet infrastructure without a solutions engineer in the room. Hands-on API proficiency is an advantage Background at crypto-native or fintech companies strongly preferred; growth-stage team (#50–150) experience valued EMEA regional experience: 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 required (additional European languages a plus) Self-starter and autonomous operator with an ownership mentality; exceptional communication skills across C-suite presentations, demos, and QBRs This is not a relationship maintenance role. You’re expected to run deals, negotiate contracts, and close - just like any quota-carrying AE. If your CS experience is primarily onboarding and QBR coordination, this isn’t the right fit.