Customer Success Manager

Overview

As a Customer Success Manager at Elliptic, you will nurture and expand relationships with enterprise customers in the payments and crypto space. You will drive profitable renewals and revenue growth by coordinating across the commercial team and managing the upsell cycle within your account base. You’ll analyze usage and renewal risk, shape tailored proposals, and lead strategic planning to increase share of wallet.

This role offers involvement in a fast-moving crypto market and a chance to impact how customers adopt Elliptic’s products and services. You will work closely with cross-functional teams to deliver measurable value and maintain high retention.

• Hybrid working
• Remote working budget
• Learning & Development budget
• 25 days annual leave + bank holidays
• Enhanced parental leave
• Private Health Insurance

• Build and maintain strong relationships with key stakeholders across assigned accounts
• Manage the full customer lifecycle from onboarding through renewal and expansion
• Serve as the primary internal and external point of contact for your accounts
• Analyze usage data to assess renewal risk and proactively mitigate issues
• Identify and develop net-new upsell and cross-sell opportunities within your region
• Create strategic account plans and manage the commercial cycle independently or with Account Executives
• Discover expansion opportunities and translate customer needs into qualified deals
• Develop custom proposals and conduct presentations (QBRs, kickoff calls, product demos)
• Negotiate terms and renewals to achieve quotas
• Meet or exceed quarterly and annual regional targets

• Extensive Customer Success experience with retention and expansion
• Experience handling a broad enterprise customer base across regions
• Ability to create and interpret data flow diagrams of payment schemes and architecture
• Understanding of customers’ business models and how digital assets fit in
• Ability to analyze usage data to identify trends and upsell opportunities
• Capability to manage challenging client relationships (churn/downsell) for optimal outcomes
• Experience evaluating customer needs against pricing and contract terms
• Collaborative mindset with experience working with Account Executives and Solutions Consultants
• Ability to work in a fast-paced, cross-functional environment
• Familiarity with complex B2B SaaS sales methodologies
• Comfort with adopting AI tools to boost productivity
• Interest in digital assets and crypto economy

• Relationship-building
• Collaborative mindset
• Problem-solving under pressure
• SaaS sales and renewal management
• Data analysis of usage and engagement metrics
• Understanding of payment schemes and architecture