Strategic Customer Success Manager

Utila   All Jobs Strategic Customer Success Manager CS Tel Aviv Intermediate Full-time 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 OwnershipRun end-to-end commercial cycles: renewal, upsell, and cross-sell from initial stakeholder mapping through signed contractManage and forecast a regional ARR book; own churn mitigation and net revenue retention targetsLead complex multi-stakeholder negotiations - pricing, SLAs, contract terms - with C-suite counterpartsConduct build-vs-buy analysis conversations with technically sophisticated clients evaluating Utila against proprietary alternativesIdentify and size expansion opportunities across the portfolio; build account plans with clear revenue milestonesStrategic Account ManagementOwn institutional accounts (exchanges, OTC desks, funds, fintechs) from onboarding through multi-year retentionAct as a strategic business advisor to CFOs/CTOs/COOs, translating MPC wallet infrastructure into operational efficiency and competitive advantageDrive product-led growth through feature adoption, ecosystem managementCollaborate 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 capacityProven 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 expansionCrypto-native knowledge (preferred): fluent in custody models, MPC architecture, DeFi, stablecoins, institutional wallet operations, and blockchain transaction flows. Alternatively, Fintech, Financial Services, Cyber Security companiesTechnical 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 advantageBackground at crypto-native or fintech companies strongly preferred; growth-stage team (#50–150) experience valuedEMEA regional experience: business cultures across UK/Europe/Middle East, timezone management, remote-first collaboration. Regulatory knowledge (MiCA, DORA, UAE/Saudi frameworks) a significant advantageBased 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 QBRsThis 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...