Strategic Customer Success Manager

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. Preferred Qualifications null Why This Role? null Why Join Us? null What We Offer? null