Elliptic
Mid-Market Customer Success Manager
New York, United States, Remote. Posted 6 months ago
The role
You will drive success for a strategic set of mid-market customers across the Americas. You will act as a trusted advisor to ensure customers see measurable value, focusing on strategic retention, risk mitigation, and expansion.
What you will do
- Own the health, retention, and expansion pipeline across a mid-market portfolio
- Serve as the strategic point of contact for in-region customers
- Develop and maintain structured account plans for key customers
- Monitor customer usage and health trends to identify churn risks
- Lead renewal cycles end-to-end and negotiate commercial terms
- Identify and champion expansion opportunities
- Run strategic business reviews and success discussions
- Collaborate cross-functionally with Sales, Product, Solutions, and Marketing
- Contribute to global customer success strategy
Required qualifications
- Experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment
- Experience managing mid-market customers with complex workflows or integrations
- Understanding of retention and renewal strategy
- Ability to forecast pipelines and mitigate churn risk
- Ability to identify and drive expansion opportunities
- Technical and product fluency
- Experience conducting strategic business reviews and delivering executive-level presentations
- Ability to use customer data, health scores, and analytics
- Organizational skills to manage multiple projects, renewals, and stakeholder relationships
- Commercial mindset for negotiating customer needs and company objectives
- Experience working collaboratively in a global, cross-functional environment
- Fluency in the use of AI-based productivity, customer engagement, and analytics tools
Nice to have
- 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
- Remote Work Budget: $650 to set up your home office space
- L&D Budget: $1,000 annual Learning & Development budget
- 25 days of annual leave plus US Public Holidays
- An extra day off for your birthday
- 16 weeks fully-paid enhanced parental leave
- Comprehensive medical, dental, and vision coverage
- 401k with company match
- Full access to Spill mental health support
About the company
Elliptic provides solutions to prevent financial crime and ensure cryptocurrency is safe and accessible. The company is backed by several VCs and has teams in the UK, USA, Singapore and Tokyo.