Senior Customer Success Manager

Elliptic; United States; À distance; USD 90 000 - 150 000; Plein temps

Résumé du poste

Elliptic is seeking a Senior Customer Success Manager (Player-Coach) to manage a mid-market portfolio across APAC. You will drive renewal and expansion, build strong executive relationships, and coordinate with product for growth initiatives.

You will also mentor peers, share playbooks, and raise the team's effectiveness by modeling best practices in renewals and customer success. This role blends strategic leadership with hands-on customer care to ensure long-term customer value.

Responsabilités

• Own health, retention, and expansion pipeline across mid-market portfolio; track performance, engagement, and satisfaction to mitigate risk and identify growth opportunities.
• Serve as the strategic point of contact for in-region customers; build relationships with operational and executive stakeholders, guiding them toward best practices and ongoing success with Elliptic.
• Develop and maintain structured account plans for key customers, articulating goals, success metrics, and long-term strategies to drive adoption, value realization, and renewal readiness.
• Lead renewal cycles end-to-end for accounts; maintain a retention forecast and negotiate terms that align customer needs with Elliptic's objectives.
• Identify and champion expansion opportunities within the portfolio, partnering with Product on additional solutions.
• Run strategic business reviews and success discussions that demonstrate ROI and reinforce Elliptic's value as a trusted long-term partner.
• Act as a go-to subject-matter expert for peers, offering guidance on complex renewals and escalations when asked, without owning others' outcomes.

Description du poste

Company description

Elliptic is the leader in digital asset decisioning, we have built the most comprehensive platform for efficiently extracting crypto data and intelligence across blockchains with the greatest accuracy. Our platform’s unrivalled uptime, scalability, depth and breadth of our data and intelligence means exacting organizations choose Elliptic for their compliance, risk management, intelligence operations and blockchain infrastructure needs. Founded in 2013, Elliptic is headquartered in London with offices in New York, Washington D.C., Miami, San Francisco, UAE, Singapore, Hong Kong and Tokyo. To learn more, visit www.elliptic.co and follow us on LinkedIn and X. Are you a proactive, customer-centric professional with deep SaaS renewal and retention experience and someone who naturally raises the game of everyone around you? Are you looking for a role where you keep a hand on a strategic book of business and help shape how the wider team works? If yes, we want to hear from you!

The impact you will have

As a Senior Customer Success Manager (Player-Coach), you'll carry a portfolio of strategic mid-market accounts across APAC while also acting as a force multiplier for the broader CS team - sharing playbooks, modeling best practice, and helping newer or peer CSMs level up. This is not a people-management role: you won't own headcount, hiring, or formal performance management. Instead, your leadership shows up through influence, mentorship, and being the practitioner other CSMs turn to when a deal, a renewal, or an escalation gets hard.

What you will do

As a practitioner (your own book of business)

• Own the health, retention, and expansion pipeline across your mid-market portfolio, tracking customer performance, engagement, and satisfaction to proactively mitigate risk and uncover opportunities for growth.
• Serve as the strategic point of contact for your in-region customers - building strong relationships with both operational and executive stakeholders, guiding them toward best practices, and ensuring their ongoing success with Elliptic.
• Develop and maintain structured account plans for your key customers, articulating goals, success metrics, and long-term strategies to drive adoption, value realization, and renewal readiness.
• Lead renewal cycles end-to-end for your accounts, maintaining an accurate retention forecast and negotiating commercial terms that align customer needs with Elliptic's business objectives.
• Identify and champion expansion opportunities within your own portfolio, partnering with Product to position additional solutions.
• Run strategic business reviews and success discussions that demonstrate ROI and reinforce Elliptic's value as a trusted long-term partner.

As a coach (raising the team's game)

• Act as a go-to subject-matter expert for peers - offering guidance on complex renewals, escalations, or stakeholder situations when asked, without owning the outcome for other CSMs' accounts.
• Model and share best practices for account plan