Customer Success Manager

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

Benefits offered by this job

Hybrid working

Remote work budget (£500)

Learning & Development budget ($1,000)

Vacation: 25 days + holidays

Birthday leave

Enhanced parental leave

Private Health Insurance

Mental health support

Life Assurance

Cycle to Work Scheme

Job summary

Elliptic is hiring a Customer Success Manager to manage Enterprise accounts and drive profitable revenue growth. You will own the full lifecycle from onboarding to renewal, focusing on retention and expansion across a distributed customer base.

You’ll partner with the Commercial team to identify opportunities, develop proposals, and close upsells and renewals while maintaining >100% net account retention for named accounts.

Qualifications

• Extensive Customer Success experience with Enterprise accounts.
• Experience selling SaaS solutions and managing renewals.
• Ability to analyze usage data to identify renewal risk and upsell opportunities.

Responsibilities

• Build relationships with key stakeholders within your account base.
• Fully manage customers through onboarding to renewal and expansion.
• Be main contact for accounts internally and externally.
• Analyze utilization data and assess renewal risk, mitigating risk early.
• Develop net new business through upsell and cross-sell within your region.
• Create strategic account plans and manage the commercial cycle with/without AEs.
• Identify expansion opportunities and translate needs into opportunities.
• Develop custom proposals based on customer requirements.
• Conduct presentations like QBRs, kickoff calls and product demos.
• Negotiate terms and renewals; meet/exceed quotas.

Skills

Enterprise customer management

SaaS sales & upsell

Account retention & renewal

Data-driven decision making

Stakeholder management

Cross-functional collaboration

Negotiation

Commercial acumen

Churn prevention

Strategic planning

AI productivity tools

Job description

Customer Success Manager

Are you a passionate, technical and enthusiastic Senior Customer Success Manager with a wealth of experience managing Enterprise customers in the payment and/or crypto industry? Are you looking for your next challenge in an emerging and exciting market? If yes then we want to hear from you!

The impact you will have:

You will join our global Commercial team, and champion uncovering and developing new commercial opportunities within our base of existing customers. As Customer Success Manager, you will be responsible for managing a nominated list of customers, mainly Enterprises. Your focus will be to drive profitable annual contract revenue contribution and increased market share from the Elliptic solution and service portfolio.

Working in partnership with the Customer Success team, you will manage the upsell sales cycle including identifying opportunities, qualifying, negotiating terms, developing custom proposals and closing upsells and renewals to ultimately deliver profitable revenue growth and >100% net account retention for those named accounts.

This is an exciting opportunity for an experienced and tech savvy individual looking for a role where you can make an impact not just on the company you work for but also on the market you work in. Fascinating and challenging work is the norm - working at Elliptic is never boring!

Key Responsibilities

What you’ll do:

• Build strong relationships with key stakeholders within your account base
• Fully manage your customers throughout the various phases of the lifecycle from onboarding to renewal and expansion
• Be the main point of contact for your accounts internally and externally
• Analyze critical utilization data and assess renewal risk, proactively mitigating risk early on
• Develop net new business through upsell and cross sell opportunities within your region
• Build strategic customer account plans, and manage the commercial cycle independently and/or in collaboration with AEs
• Discovery and scoping of high quality expansion opportunities within existing accounts
• Convert customer needs and challenges into qualified opportunities
• Develop custom proposals based on customer requirements
• Conduct presentations such as QBRs, kickoff calls and product demos
• Negotiate terms and renewals
• Meet and exceed quarterly and annual quotas for your region and target customers

Skills, Knowledge & Expertise

You will be a great fit here if you:

• Have extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
• Have experience in working with a broad set of customers across the region
• Have experience creating and working with data flow diagrams of payment schemes and architecture
• Can understand the customer’s business model, and how digital assets fit into their strategy
• Have the ability to analyse customer usage and engagement data to identify trends and opportunities for additional services
• Can manage difficult client relationships, such as churn or downsell conversation, and obtain the best outcome for both the company and our customers.
• Can evaluate customer needs and preferences in relation to pricing, product terms and conditions to ensure that client requirements are addressed in commercial proposals
• Have a collaborative mindset, and experience working with a larger account team, including Account Executives and Solutions Consultants
• Address problems immediately and can work across functions to solve problems
• Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
• Have an understanding of complex B2B sales methodologies
• Are flexible, adaptable and comfortable with changing priorities
• Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working

Our ideal candidate has:

• Solid Account Management experience selling SaaS solutions

Experience working with customers distributed across multiple countries/states

• Strong relationship building skills, with track record of retention and generating net new business
• Demonstrated track record of success and quota over achievement - top 10% performer at your last company
• A collaborative mindset, and the ability to share the spotlight
• A strong work ethic and an entrepreneur’s mindset. You’re comfortable creating value in a low structure environment while being agile and resilient
• Interest and curiosity about digital assets and the crypto economy

Bonus Points for:

• Understanding of AML/KYC and Forensics space, either in cryptocurrency or traditional financial environments
• Payments and/or crypto experience
• Familiar with compliance workflows
• Experience selling SaaS solutions to Financial Services
• Borderline obsession with emerging technology

Job Benefits

> How we work:

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space

> Learning & Development:

• $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

> Vacation/ Leave:

• Holidays: 25 days of annual leave + bank holidays
• An extra day for your birthday
• Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and leave.

> Benefits:

• Private Health Insurance - we use Vitality!
• Full access to Spill Mental Health Support
• Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries
• Cycle to Work Scheme