Customer Success Manager

About the role

In this role, you will manage a portfolio of crypto businesses, ensuring they achieve compliance success with Elliptic's tools. You will utilize health scores and usage data to prioritize customer engagement and identify opportunities for account expansion.

As part of a hybrid team, you will run renewals, forecast risks, and negotiate terms while collaborating with other departments to enhance the customer experience. Your contributions will help shape the Customer Success function and drive the company's growth in the evolving crypto landscape.

Skills that matter here

• B2B customer success: This role requires managing relationships and ensuring the satisfaction of business clients.
• account management: You will oversee account renewals and identify opportunities for growth within your portfolio.
• SaaS: Experience in SaaS is essential for understanding the product offerings and meeting customer needs.
• financial services: A background in financial services is crucial for navigating compliance requirements effectively.
• crypto: Familiarity with the crypto landscape will help in advising clients on compliance matters.
• AI tools: You will leverage AI tools to enhance efficiency in your workflows and client interactions.

Who this role suits

• You have a structured and organized approach to client meetings.
• You thrive in a collaborative environment and are comfortable engaging with clients at various levels.
• You possess a strong understanding of financial services and compliance, particularly in crypto or regtech.
• You are adaptable and willing to learn, valuing growth over a perfect track record.

From the employer

What you’ll do

• Own the health, retention and expansion pipeline across your portfolio, using health scores and usage data to decide where to spend your time
• Run renewals end to end, forecasting risk accurately and negotiating commercial terms
• Spot and lead expansion opportunities, closing them yourself or bringing in the aligned Account Executive
• Run QBRs that show the value customers get from Elliptic, bring in Solutions and Product where needed, and help shape the EMEA team’s playbooks, tools and processes

What you’ll bring

• B2B customer success or account management experience in SaaS, ideally with a mid-market book, and numbers to show for owned renewals or expansion (NRR, GRR, ARR)
• A financial services background: crypto, regtech, payments or traditional finance
• A structured, organised approach to client meetings, and the maturity to be trusted by clients and offer a view
• A close eye on the commercials, even when a renewal isn’t yours alone
• Fluency with AI tools as part of your daily workflow, you use them to move faster and think better, and you know when not to trust them
• Bonus points for AML, KYC or financial crime compliance experience, familiarity with blockchain, Web3 or digital assets, a second European language, or an interest in representing Elliptic at industry events.

What we offer you

• Hybrid working: work from almost anywhere for up to 90 days a year
• Home office budget: £500 to set up your space
• Learning & development: $1,000 a year for anything, agreed with your manager, that supports your growth
• Leave: 25 days of annual leave plus bank holidays, and an extra day off for your birthday
• Parental leave: 16 weeks fully paid for eligible employees, regardless of gender or whether you become a parent by birth or adoption
• Private health insurance: through Bupa
• Life assurance: cover of 4x your salary for your beneficiaries
• Mental health: full access to Spill Cycle to Work scheme
• We hire for trajectory as much as track record. If this sounds like you, apply even if you don’t tick every box, we’d genuinely rather meet you than miss you.