Regional Manager, Customer Success

Skills

About the Role

You will manage 10 CSMs and an assigned list of accounts, as well as a cross-regional team of Customer Success Managers who partner with the company's most important customers across two key growth regions. Reporting to the Global Director of Customer Success, you will drive strategy, operational excellence, and performance across both regions. You'll ensure your assigned customers and others achieve tangible value from the blockchain analytics solutions, resulting in strong retention, expansion, and advocacy outcomes. This is a highly collaborative and strategic role where you'll influence product direction, scale best practices across geographies, and align your team's initiatives with global business objectives. You'll create a unified, customer-centric culture while respecting local market dynamics and time zones.

Requirements

• 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
• Proven experience managing customers and teams across multiple regions (EMEA & APAC preferred)
• 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
• Experience scaling Customer Success operations (bonus)
• Comfort with flexible work hours and asynchronous collaboration tools (bonus)

Responsibilities

• Own and manage a subset of key accounts, ensuring health and success with the product, securing renewals and expanding ARR
• Manage, mentor, and develop a distributed team of Customer Success Managers across EMEA and APAC
• 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

Benefits

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space
• $1,000 Learning & Development budget
• 25 days of annual leave + bank holidays
• An extra day off for your birthday
• Enhanced parental leave: 16 weeks fully-paid leave
• Private Health Insurance (Vitality)
• Full access to Spill Mental Health Support
• Life Assurance covering 4 times your salary
• Cycle to Work Scheme