Customer Success Manager

Overview

In this role you drive revenue growth and retention for Enterprise customers in the crypto/payments space. You will own a portfolio, guide onboarding through renewal, and pursue expansion opportunities to increase contract value. You collaborate with cross-functional teams to address customer needs and mitigate renewal risk, while showcasing Elliptic’s solution and services. You’ll work in a fast-paced, globally distributed Commercial team that values data-driven decisions and proactive engagement.

Pay / Benefits

• Hybrid working
• Remote work budget up to 500
• Learning & Development budget $1,000
• Holidays 25 days + bank holidays
• Birthday day
• Enhanced parental leave 16 weeks fully-paid leave and leave policy? (as described)

Responsibilities

• Build and nurture relationships with key stakeholders in assigned accounts
• Manage lifecycle from onboarding to renewal and expansion
• Be primary internal/external contact for accounts
• Analyze usage data to identify renewal risk and mitigate early
• Develop new business through upsell/cross-sell within region
• Create strategic account plans and drive commercial cycle with/without AEs
• Identify high-quality expansion opportunities in existing accounts
• Translate customer needs into qualified opportunities and proposals
• Present at QBRs, kickoff calls, and product demos
• Negotiate terms and renewals to hit quotas

Key requirements

• Extensive Customer Success experience with retention and expansion
• Experience managing diverse regional customer base
• Ability to analyse payment schemes and architecture data flows
• Understanding of customer business models and crypto strategy integration
• Experience interpreting usage data to find revenue opportunities
• Proven ability to handle challenging client relationships (churn/downsell)
• Capability to evaluate pricing and terms in line with customer needs
• Collaborative mindset and experience working with Account Executives and Solutions Consultants
• Comfort solving problems across functions and working in a fast environment
• Knowledge of B2B SaaS sales methodologies and quota attainment

• Relationship-building
• Analytical mindset
• Collaborative and cross-functional teamwork
• SaaS sales/CS knowledge
• Data analysis of usage and engagement data
• Understanding of payment schemes and architecture

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