Mid-Market Customer Success Manager

Job description

Company description As digital assets and cryptocurrency become more widely adopted every day, our products are essential to ensure cryptocurrency is safe and accessible to all. Our solutions help to prevent financial crime and allow cryptocurrencies to be used for good. Our products are used by some of the world’s leading cryptocurrency exchanges, financial institutions and government agencies to screen over $1 billion of transactions every single week. Elliptic is backed by some of the top VCs: SBI Group, Albion VC, Octopus Ventures, SignalFire, Paladin Capital, Santander InnoVentures, and Digital Currency Group, and we have grown globally with teams in the UK, USA, Singapore and Tokyo. To achieve our mission, we depend on our incredible team of Elliptites. Our values https://www.elliptic.co/life-at-elliptic are reflected in everything we do and every decision we make, both internally and outwardly to our customers. We actively encourage Elliptities to challenge the status quo and allow the freedom to innovate and learn every day. We encourage new ideas and learning, whether that’s through collaboration, our curiosity sessions, or utilising your professional development budget - personal growth is important to us all. Are you a proactive and customer-centric professional with experience in managing SaaS renewals? Are you looking for your next challenge in a dynamic and emerging market? If yes, we want to hear from you! The Impact You Will Have: As a Customer Success Manager for the Mid‑Market segment, you will play a critical role in driving the success of a strategic set of customers across the Americas. This segment includes accounts of different ICPs, each with complex needs, multiple stakeholders, and higher expectations for personalized partnership. You’ll act as a trusted advisor and primary advocate for your customers, ensuring they continuously see measurable value from Elliptic’s solutions. Your focus will be on strategic retention, risk mitigation, and expansion - working closely with customers to align our platform capabilities to their evolving compliance and operational goals. This role combines business strategy, product depth, and relationship management. In one week you might be running a business review with a key client, collaborating with Product to refine a workflow that drives adoption, and shaping a renewal or expansion plan that reinforces long‑term partnership value. Through thoughtful engagement, data‑driven insights, and proactive stakeholder management, you will ensure that each customer not only renews but continues to grow with us - deepening their usage, expanding across portfolios, and becoming advocates for Elliptic in the cryptocurrency and compliance ecosystem. What you’ll do: - Own the health, retention, and expansion pipeline across your mid‑market portfolio, tracking customer performance, engagement, and satisfaction to proactively mitigate risk and uncover opportunities for growth. - Serve as the strategic point of contact for your in‑region customers - building strong relationships with both operational and executive stakeholders, guiding them toward best practices, and ensuring their ongoing success with Elliptic. - Develop and maintain structured account plans for key customers, articulating goals, success metrics, and long‑term strategies to drive adoption, value realization, and renewal readiness. - Monitor customer usage and health trends, identifying early warning signals for churn and implementing proactive actions to improve adoption or address barriers to success. - Lead renewal cycles end‑to‑end, maintaining an accurate retention pipeline, forecasting risk, and negotiating commercial terms that align customer needs with Elliptic’s business objectives. - Identify and champion expansion opportunities, partnering with Product to position additional solutions that address emerging customer goals or new business lines. - Run strategic business reviews and success discussions that demonstrate ROI, strengthen executive alignment, and reinforce Elliptic’s value as a trusted long‑term partner. - Collaborate cross‑functionally with Sales, Product, Solutions, and Marketing to share customer insights, influence roadmap decisions, and drive continuous improvement in the customer journey. - Contribute to global customer success strategy, providing feedback on mid‑market processes, tools, and programs to support scalable yet personalized engagement. YOU WILL BE A GREAT FIT HERE IF YOU - Take a strategic, consultative approach to Customer Success, building long-term partnerships that deliver measurable value. - Enjoy developing strong relationships with multiple stakeholder levels, from analysts to executives, and tailor your communication to influence effectively. - Thrive on solving complex challenges, using curiosity and creativity to understand customer needs and strengthen loyalty. - Are driven by outcomes and motivated to make a tangible impact on customer retention, engagement, and growth. - Collaborate seamlessly across functions, ensuring that customers experience a unified and consistent Elliptic journey. - Excel in fast-moving, evolving environments, balancing tactical execution with strategic, long-term thinking. - Are confident leading conversations around success planning, value realization, and strategic direction - not just tactical support. - Bring a calm, professional, and empathetic presence to risk, escalation, or conflict situations. - Fluent in the use of AI‑based productivity, customer engagement, and analytics tools to streamline operations and improve client outcomes. - Are proactive, organized, and self-directed, comfortable working autonomously while contributing to the evolution of our global playbooks. Our Ideal Candidate Has - Proven experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment, managing mid-market customers with complex workflows or integrations. - Strong understanding of retention and renewal strategy, with a track record of forecasting pipelines accurately and mitigating churn risk. - Demonstrated ability to identify and drive expansion opportunities, aligning customer goals with measurable business outcomes. - Solid technical and product fluency, able to translate capabilities and insights into business value for customers. - Experience conducting strategic business reviews and delivering executive-level presentations that tell a clear value story. - Confidence using customer data, health scores, and analytics to identify trends, risks, and opportunities for growth. - Excellent organizational skills with the ability to manage multiple projects, renewals, and stakeholder relationships concurrently. - A commercial mindset, comfortable negotiating and balancing customer needs with company objectives. - Experience working collaboratively in a global, cross-functional environment, contributing insights that shape regional and global strategy. Bonus Points for: - Spanish speaker - Knowledge or experience in AML, particularly within crypto or financial services. - Familiarity with blockchain, Web3, or digital assets. - An interest in public speaking and representing the company at industry events. How we work: - Hybrid working: The option to work from almost anywhere for up to 90 days per year. - Remote Work Budget: $650 budget to set up your home office space. Learning & Development: - L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development. Vacation / Leave: - Holidays: 25 days of annual leave + US Public Holidays. - Birthday Leave: An extra day off for your birthday. - Enhanced Parental Leave: We provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave. Benefits: - Healthcare: Comprehensive medical, dental, and vision coverage through a range of providers (including Tufts, Kaiser, Aetna, UHC, and Blue Shield of CA) with generous premium contributions for you and your dependents. - 401k: Company match included. - Mental Health: Full access to Spill mental health support. We know Diversity and Inclusion is much deeper than just hiring, but it’s important for us to mention it here. We welcome and embrace individuals of all backgrounds and identities at Elliptic, and this is an ongoing priority for us. We know incredible people don’t all think in the same way. We want to be challenged every day. We believe our diverse team of individuals underpins this by bringing creative thinking and innovation to Elliptic every day. We are committed to creating a diverse, inclusive and equitable workplace, so we welcome applications from everyone, even if you may not think you fit all of the requirements of our roles. We foster an environment of psychological safety, where everyone feels comfortable to bring their whole self to work. No recruitment agencies please!