Mid-Market Customer Success Manager

As digital assets and cryptocurrency become more widely adopted every day, our products are essential to ensure cryptocurrency is safe and accessible to all. Our solutions help to prevent financial crime and allow cryptocurrencies to be used for good. Our products are used by some of the world’s leading cryptocurrency exchanges, financial institutions and government agencies to screen over $1 billion of transactions every single week. Elliptic is backed by some of the top VCs: SBI Group, Albion VC, Octopus Ventures, SignalFire, Paladin Capital, Santander InnoVentures, and Digital Currency Group, and we have grown globally with teams in the UK, USA, Singapore and Tokyo. To achieve our mission, we depend on our incredible team of Elliptites. Our values are reflected in everything we do and every decision we make, both internally and outwardly to our customers. We actively encourage Elliptities to challenge the status quo and allow the freedom to innovate and learn every day. We encourage new ideas and learning, whether that’s through collaboration, our curiosity sessions, or utilising your professional development budget - personal growth is important to us all.

- 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.

- 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.

Elliptic is a blockchain analytics firm that provides cryptoasset anti-money laundering, sanctions compliance, and financial crime prevention tools using blockchain analytics. It serves financial institutions, crypto businesses, and government agencies worldwide with real-time wallet screening, transaction monitoring, and investigative solutions. Founded in 2013, it pioneered these tools and is recognized for its leadership in crypto compliance.