Mid-Market Customer Success Manager

You will play a critical role in driving the success of a strategic set of customers across the Americas. You'll act as a trusted advisor and primary advocate for your customers, ensuring they continuously see measurable value from Elliptic's solutions. Your focus will be on strategic retention, risk mitigation, and expansion - working closely with customers to align our platform capabilities to their evolving compliance and operational goals. This role combines business strategy, product depth, and relationship management. In one week you might be running a business review with a key client, collaborating with Product to refine a workflow that drives adoption, and shaping a renewal or expansion plan that reinforces long-term partnership value. Through thoughtful engagement, data-driven insights, and proactive stakeholder management, you will ensure that each customer not only renews but continues to grow with you - deepening their usage, expanding across portfolios, and becoming advocates for Elliptic in the cryptocurrency and compliance ecosystem.

Responsibilities

• 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
• Develop and maintain structured account plans for key customers, articulating goals, success metrics, and long-term strategies
• Monitor customer usage and health trends, identifying early warning signals for churn and implementing proactive actions
• Lead renewal cycles end-to-end, maintaining an accurate retention pipeline, forecasting risk, and negotiating commercial terms
• Identify and champion expansion opportunities, partnering with Product to position additional solutions
• Run strategic business reviews and success discussions that demonstrate ROI and strengthen executive alignment
• Collaborate cross-functionally with Sales, Product, Solutions, and Marketing to share customer insights and influence roadmap decisions
• Contribute to global customer success strategy, providing feedback on mid-market processes, tools, and programs

Requirements

• 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
• 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
• Spanish speaker (bonus)
• Knowledge or experience in AML, particularly within crypto or financial services (bonus)
• Familiarity with blockchain, Web3, or digital assets (bonus)

Benefits

• Hybrid working with the option to work from almost anywhere for up to 90 days per year
• $650 remote work budget to set up your home office space
• $1,000 annual Learning & Development budget
• 25 days of annual leave plus US Public Holidays
• Birthday leave
• 16 weeks fully-paid parental leave
• Comprehensive medical, dental, and vision coverage
• 401k with company match
• Mental health support through Spill