Note: The job is a remote job and is open to candidates in USA. Elliptic is a leader in the cryptocurrency space, providing essential solutions to ensure the safety and accessibility of digital assets. The Mid-Market Customer Success Manager will play a crucial role in managing relationships with strategic customers, focusing on retention, risk mitigation, and expansion while ensuring they derive measurable value from Elliptic’s offerings.
Responsibilities
- 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
Skills
- 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
- 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
Benefits
- Personal growth is important to us all
- Utilising your professional development budget
- We welcome and embrace individuals of all backgrounds and identities at Elliptic
- We are committed to creating a diverse, inclusive and equitable workplace
- We foster an environment of psychological safety, where everyone feels comfortable to bring their whole self to work
Company Overview