Mid-Market Customer Success Manager

Elliptic is a company focused on ensuring the safety and accessibility of cryptocurrency through innovative solutions. The Mid-Market Customer Success Manager will drive the success of a strategic set of customers, acting as a trusted advisor to ensure they see measurable value from Elliptic’s solutions while focusing on retention and expansion.

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, 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

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 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
• Spanish speaker
• Knowledge or experience in AML, particularly within crypto or financial services
• Familiarity with blockchain, Web3, or digital assets
• An interest in public speaking and representing the company at industry events