Responsibilities
- 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 key customers, articulating goals, success metrics, and long-term strategies to drive adoption, value realization, and renewal readiness.
- Monitor customer usage and health trends, identifying early warning signals for churn and implementing proactive actions to improve adoption or address barriers to success.
- Lead renewal cycles end-to-end, maintaining an accurate retention pipeline, forecasting risk, and negotiating commercial terms that align customer needs with Elliptic’s business objectives.
- Identify and champion expansion opportunities, partnering with Product to position additional solutions that address emerging customer goals or new business lines.
- Run strategic business reviews and success discussions that demonstrate ROI, strengthen executive alignment, and reinforce Elliptic’s value as a trusted long-term partner.
- Collaborate cross-functionally with Sales, Product, Solutions, and Marketing to share customer insights, influence roadmap decisions, and drive continuous improvement in the customer journey.
- Contribute to global customer success strategy, providing feedback on mid-market processes, tools, and programs to support scalable yet personalized engagement.
Requirements
- Proven experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment, managing mid-market customers with complex workflows or integrations.
- Strong understanding of retention and renewal strategy, with a track record of forecasting pipelines accurately and mitigating churn risk.
- Demonstrated ability to identify and drive expansion opportunities, aligning customer goals with measurable business outcomes.
- Solid technical and product fluency, able to translate capabilities and insights into business value for customers.
- Experience conducting strategic business reviews and delivering executive-level presentations that tell a clear value story.
- Confidence using customer data, health scores, and analytics to identify trends, risks, and opportunities for growth.
- Excellent organizational skills with the ability to manage multiple projects, renewals, and stakeholder relationships concurrently.
- A commercial mindset, comfortable negotiating and balancing customer needs with company objectives.
- Experience working collaboratively in a global, cross-functional environment, contributing insights that shape regional and global strategy.
Nice to Have
- Spanish speaker
- Knowledge or experience in AML, particularly within crypto or financial services.
- Familiarity with blockchain, Web3, or digital assets.
- An interest in public speaking and representing the company at industry events.
Work Arrangement
Hybrid — UK, USA, Singapore, Tokyo
Additional Information
- Hybrid working: Option to work from almost anywhere for up to 90 days per year.
- Remote Work Budget: $650 budget to set up your home office space.
- Learning & Development: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
- Vacation / Leave: 25 days of annual leave + US Public Holidays.
- Birthday Leave: An extra day off for your birthday.
- Enhanced Parental Leave: 16 weeks fully-paid leave for eligible employees, regardless of gender or whether they become a parent by birth or adoption.
- Healthcare: Comprehensive medical, dental, and vision coverage through a range of providers (including Tufts, Kaiser, Aetna, UHC, and Blue Shield of CA) with generous premium contributions for you and your dependents.
- 401k: Company match included.
- Mental Health: Full access to Spill mental health support.
