Customer Success Manager
Are you a passionate, technical and enthusiastic Customer Success Manager with a wealth of experience managing Enterprise customers in the payment and/or crypto industry? Are you looking for your next challenge in an emerging and exciting market? If yes then we want to hear from you!
The impact you will have:
You will join our global Commercial team, and champion uncovering and developing new commercial opportunities within our base of existing customers. As Customer Success Manager, you will be responsible for managing a nominated list of customers, mainly Enterprises. Your focus will be to drive profitable annual contract revenue contribution and increased market share from the Elliptic solution and service portfolio.
Working in partnership with the Customer Success team, you will manage the upsell sales cycle including identifying opportunities, qualifying, negotiating terms, developing custom proposals and closing upsells and renewals to ultimately deliver profitable revenue growth and >100% net account retention for those named accounts.
This is an exciting opportunity for an experienced and tech savvy individual looking for a role where you can make an impact not just on the company you work for but also on the market you work in. Fascinating and challenging work is the norm - working at Elliptic is never boring!
Key Responsibilities
What you’ll do:
Build strong relationships with key stakeholders within your account base
Fully manage your customers throughout the various phases of the lifecycle from onboarding to renewal and expansion
Be the main point of contact for your accounts internally and externally
Analyze critical utilization data and assess renewal risk, proactively mitigating risk early on
Develop net new business through upsell and cross sell opportunities within your region
Build strategic customer account plans, and manage the commercial cycle independently and/or in collaboration with AEs
Discovery and scoping of high quality expansion opportunities within existing accounts
Convert customer needs and challenges into qualified opportunities
Develop custom proposals based on customer requirements
Conduct presentations such as QBRs, kickoff calls and product demos
Negotiate terms and renewals
Meet and exceed quarterly and annual quotas for your region and target customers
Skills, Knowledge & Expertise
You will be a great fit here if you:
Have extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
Have experience in working with a broad set of customers across the region
Have experience creating and working with data flow diagrams of payment schemes and architecture
Can understand the customer’s business model, and how digital assets fit into their strategy
Have the ability to analyse customer usage and engagement data to identify trends and opportunities for additional services
Can manage difficult client relationships, such as churn or downsell conversation, and obtain the best outcome for both the company and our customers.
Can evaluate customer needs and preferences in relation to pricing, product terms and conditions to ensure that client requirements are addressed in commercial proposals
Have a collaborative mindset, and experience working with a larger account team, including Account Executives and Solutions Consultants
Address problems immediately and can work across functions to solve problems
Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
Have an understanding of complex B2B sales methodologies
Are flexible, adaptable and comfortable with changing priorities
Our ideal candidate has:
5+ years Account Management experience selling SaaS solutions
Experience working with customers distributed across multiple countries/states
Strong relationship building skills, with track record of retention and generating net new business
Demonstrated track record of success and quota over achievement - top 10% performer at your last company
A collaborative mindset, and the ability to share the spotlight
A strong work ethic and an entrepreneur’s mindset. You’re comfortable creating value in a low structure environment while being agile and resilient
Interest and curiosity about digital assets and the crypto economy
Must Have:
Payments and/or crypto experience
Familiar with compliance workflows
Bonus Points for:
Understanding of AML/KYC and Forensics space, either in cryptocurrency or traditional financial environments
Experience selling SaaS solutions to Financial Services
Borderline obsession with emerging technology
Job Benefits
> How we work:
Hybrid working: The 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:
L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
> Vacation / Leave:
Holidays: 25 days of annual leave + 8 US Public Holidays.
Birthday Leave: An extra day off for your birthday.
Enhanced Parental Leave: We provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave.
> Benefits:
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.