Customer Success Manager

Elliptic; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid working

Home office budget

Learning & development

Leave

Parental leave

Private health insurance

Life assurance

Mental health

Cycle to Work scheme

Job summary

Elliptic is looking for a Customer Success Manager to own a portfolio of 40-50 crypto businesses, fintechs, banks and stablecoin issuers, ensuring measurable value and renewals across the board.

You’ll drive health, retention and expansion, run renewals end to end, and spot growth opportunities, collaborating with Solutions and Product to shape the EMEA playbook. Hybrid work and a strong benefits package are on offer.

Qualifications

• B2B customer success or account management experience in SaaS with a mid-market book.
• Financial services background: crypto, regtech, payments or traditional finance.
• Structured, organised approach to client meetings with the maturity to be trusted by clients.
• A close eye on the commercials, even when a renewal isn’t yours alone.
• Fluency with AI tools integrated into daily workflow, you know when not to trust them.

Responsibilities

• Own the health, retention and expansion pipeline across portfolio using health scores and usage data to decide where to spend time.
• Run renewals end to end, forecasting risk accurately and negotiating commercial terms.
• Spot and lead expansion opportunities, closing them yourself or bringing in the aligned Account Executive.
• Run QBRs that show the value customers get from Elliptic, bring in Solutions and Product where needed, and help shape the EMEA team’s playbooks, tools and processes

Skills

B2B customer success

Account management

Financial services background

Structured client meetings

Commercials awareness

AI tools fluency

Job description

Elliptic has been tracking down crypto crime since 2013, trusted by banks, businesses, and governments worldwide to keep the financial system safe. Today, our compliance tools cover the large majority of global crypto exchange volume, and a $120m Series D is fueling the next stage of that work.

You’ll own a portfolio of 40-50 crypto businesses, fintechs, banks and stablecoin issuers that rely on Elliptic for their compliance programmes, making sure each one sees measurable value, renews with confidence and grows with us. Existing customers now get as much attention as new ones, so this is a chance to help shape the Customer Success function as it comes into its own.

What you’ll bring

• B2B customer success or account management experience in SaaS, ideally with a mid-market book, and numbers to show for owned renewals or expansion (NRR, GRR, ARR)

• A financial services background: crypto, regtech, payments or traditional finance

• A structured, organised approach to client meetings, and the maturity to be trusted by clients and offer a view

• A close eye on the commercials, even when a renewal isn’t yours alone

• Fluency with AI tools as part of your daily workflow, you use them to move faster and think better, and you know when not to trust them

Bonus points for AML, KYC or financial crime compliance experience, familiarity with blockchain, Web3 or digital assets, a second European language, or an interest in representing Elliptic at industry events.

What you’ll do

• Own the health, retention and expansion pipeline across your portfolio, using health scores and usage data to decide where to spend your time

• Run renewals end to end, forecasting risk accurately and negotiating commercial terms

• Spot and lead expansion opportunities, closing them yourself or bringing in the aligned Account Executive

• Run QBRs that show the value customers get from Elliptic, bring in Solutions and Product where needed, and help shape the EMEA team’s playbooks, tools and processes

What we offer you

• Hybrid working: work from almost anywhere for up to 90 days a year

• Home office budget: £500 to set up your space

• Learning & development: $1,000 a year for anything, agreed with your manager, that supports your growth

• Leave: 25 days of annual leave plus bank holidays, and an extra day off for your birthday

• Parental leave: 16 weeks fully paid for eligible employees, regardless of gender or whether you become a parent by birth or adoption

• Private health insurance: through Bupa

• Life assurance: cover of 4x your salary for your beneficiaries

• Mental health: full access to Spill

• Cycle to Work scheme

We hire for trajectory as much as track record. If this sounds like you, apply even if you don’t tick every box, we’d genuinely rather meet you than miss you.