Senior Customer Success Manager

The role

You will manage a portfolio of strategic mid-market accounts across APAC and act as a mentor to the broader Customer Success team. You will handle account health, retention, expansion, and strategic business reviews while sharing best practices and playbooks with peers.

What you will do

• Own health, retention, and expansion pipeline for a mid-market portfolio
• Serve as the strategic point of contact for in-region customers
• Develop and maintain structured account plans
• Lead end-to-end renewal cycles and negotiate commercial terms
• Identify and champion expansion opportunities
• Run strategic business reviews to demonstrate ROI
• Act as a subject-matter expert for peers on complex renewals and escalations
• Model and share best practices for account planning and forecasting
• Partner with manager to onboard and ramp new CSMs
• Represent the CSM team in cross-functional forums

Required qualifications

• Native Mandarin speaker
• Proven experience in Customer Success, Account Management, or Renewals within B2B SaaS
• Experience managing mid-market customers with complex workflows
• Track record of being a person peers informally seek out for advice
• Strong retention and renewal strategy skills
• Ability to perform accurate pipeline forecasting and drive expansion
• Fluent in using AI-based tools for customer insights, health scoring, and workflow automation
• Experience running executive-level business reviews
• Comfort operating without formal management authority

Nice to have

• 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
• Prior experience in a player-coach, team lead, or senior IC with informal mentorship capacity

Benefits

• Competitive salary
• Share Options
• 25 days of annual leave in addition to Singapore Public Holidays
• Health insurance
• Personal training budget
• Laptop + equipment you need
• Home office allowance
• Full access to Spill Mental Health Support

About the company

Elliptic is a leader in digital asset decisioning with a platform for extracting crypto data and intelligence across blockchains. Founded in 2013, it is headquartered in London with global offices.