Senior Customer Success Manager

About the role

Elliptic is looking for a passionate, technical and enthusiastic Senior Customer Success Manager to join its global Commercial team. You will manage a nominated list of enterprise customers, mainly in the payment and/or crypto industry, and drive profitable annual contract revenue and market share from the Elliptic solution and service portfolio. The role sits alongside the Customer Success team and covers the upsell sales cycle.

Key responsibilities

• Build strong relationships with key stakeholders and act as the main internal and external point of contact for your accounts
• Manage customers through the full lifecycle, from onboarding to renewal and expansion
• Analyse utilization data, assess renewal risk and mitigate it early
• Develop net new business through upsell and cross-sell opportunities in your region
• Build account plans and run the commercial cycle independently or with Account Executives
• Identify and scope expansion opportunities, turn customer needs into qualified opportunities and develop custom proposals
• Deliver QBRs, kick-off calls and product demos, negotiate terms and renewals, and meet quarterly and annual quotas

Required profile

• Extensive Customer Success experience, managing, retaining and leading expansion opportunities
• Solid account management experience selling SaaS solutions, with a track record of quota overachievement
• Experience with customers across multiple countries or states
• Ability to understand a customer's business model and how digital assets fit into their strategy
• Interest in digital assets and the crypto economy; bonus points for payments/crypto experience and AML/KYC knowledge

Required skills

• Creating and working with data flow diagrams of payment schemes and architecture
• Analyzing customer usage and engagement data to spot trends and upsell opportunities
• Managing difficult client situations such as churn or downsell conversations
• Understanding of complex B2B sales methodologies
• Comfortable adopting AI tools to boost productivity

What we offer

• Hybrid working, with the option to work from almost anywhere for up to 90 days per year
• £500 remote working budget to set up a home office
• $1,000 learning and development budget
• 25 days of annual leave plus bank holidays and an extra day for your birthday
• 16 weeks fully paid parental leave
• Private health insurance, mental health support and life assurance covering 4 times your salary
• Cycle to Work scheme