Senior Customer Success Manager (Player-Coach) - APAC

Elliptic; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

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.

Responsibilities

• 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.

Job description

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.