About the Role

Elliptic is seeking a Regional Manager of Customer Success for AMER to manage 5-10 Customer Success Managers and an assigned list of accounts across two key growth regions. Reporting to the Global Director of Customer Success, you will drive strategy, operational excellence, and performance while ensuring customers achieve tangible value from Elliptic's blockchain analytics solutions.

Responsibilities

• Own and manage a subset of key accounts, ensuring health and success with the product, securing renewals and expanding ARR
• Manage, mentor, and develop a distributed team of Customer Success Managers across AMER
• Define and execute regional Customer Success strategies in alignment with the global vision, adapting for regional market needs
• Partner with the Global Director of Customer Success to set goals, track performance metrics (NDR, GDR, churn), and drive global consistency
• Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion
• Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization
• Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing to ensure frictionless customer experiences
• Represent the voice of global customers by gathering regional insights and informing product roadmaps
• Drive continuous improvement of processes, tools, and playbooks across both regions
• Champion collaboration between regions, fostering a culture of shared learning and global best practice
• Occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders
• Work flexibly across time zones, coordinating with global peers and customers to meet business needs

Requirements

• 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience
• Proven success leading distributed Customer Success or Account Management teams in a SaaS environment
• Strategic but hands-on approach, equally comfortable defining global frameworks as working on key customer relationships
• Excellent leadership, coaching, and people development skills, creating high-performance and high-trust teams
• Fluent in the use of AI-based productivity, customer engagement, and analytics tools to streamline operations and improve client and team outcomes
• Data-driven approach to decision-making, using customer and business metrics to inform strategy
• Comfortable navigating cultural and operational differences across the AMER market
• Exceptional communication, relationship-building, and stakeholder management abilities
• Ability to manage priorities across multiple time zones
• Thrive in a dynamic, fast-moving environment and champion collaboration across regions and departments
• Address problems immediately and work across functions to solve problems
• Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting
• Operational excellence in process design, forecasting, and metrics tracking
• Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies
• Global mindset—curious, culturally aware, and adaptable
• Interest in blockchain, cryptocurrency, or digital asset industries

Benefits

• Competitive salary
• Share Options
• 25 days of annual leave in addition to US Public Holidays
• Health insurance
• Personal training budget
• Laptop and equipment you need
• Home office allowance
• Full access to Spill Mental Health Support

Location

New York, US (Remote)