Customer Success Manager

Customer Success Manager

Are you a passionate, technical and enthusiastic Senior 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

Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working

Our ideal candidate has:

• •Solid 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

Bonus Points for:

Understanding of AML/KYC and Forensics space, either in cryptocurrency or traditional financial environments

Payments and/or crypto experience

Familiar with compliance workflows

Experience selling SaaS solutions to Financial Services

Borderline obsession with emerging technology

Job Benefits

> How we work:

Hybrid working and the option to work from almost anywhere for up to 90 days per year

£500 Remote working budget to set up your home office space

> Learning & Development:

$1,000 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 + bank holidays

An extra day 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 and leave.

> Benefits:

Private Health Insurance - we use Vitality!

Full access to Spill Mental Health Support

Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries

Cycle to Work Scheme