Customer Success Manager

Wwshemi; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Home office budget

Learning & development allowance

25 days leave + holidays

Private health insurance

Life assurance

Mental health support

Cycle to Work

Job summary

Elliptic is seeking a Customer Success professional to manage a portfolio of crypto and fintech clients in a hybrid London role. You’ll own health, retention and expansion, running renewals end to end and driving growth with strategic renewals and expansions.

You’ll bring 5+ years in B2B SaaS customer success or account management, ideally with mid-market experience, and a strong financial services background. The role offers hybrid work, generous learning budgets and comprehensive benefits.

Qualifications

• B2B customer success or account management experience in SaaS, ideally with a mid-market book.
• Proven ability to renews/expand with measurable results (NRR, ARR).
• Financial services background: crypto, regtech, payments or traditional finance.
• Structured, organised approach to client meetings and stakeholder management.
• Commercial awareness and ability to protect margins and negotiate terms.
• Familiarity with AI tools used in daily workflows.

Responsibilities

• Own health, retention and expansion pipeline for your portfolio.
• Run renewals end to end, forecast risk and negotiate terms.
• Spot and lead expansion opportunities, close or involve Account Executive.
• Contribute to QBRs and playbooks for the EMEA team.

Skills

B2B Customer Success

SaaS Account Management

Renewals & Expansion

Financial services background

Commercial awareness

AI tools awareness

Tools

CRM systems

Job description

This listing's locations Hybrid - London, United Kingdom, London, United Kingdom, United Kingdom

Employment Full-time

Workplace Hybrid

Department: Customer Office

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.