Customer Success Manager

Elliptic

Contract type

Ongoing

Work mode

Hybrid · United Kingdom

Experience

3 years

Job description

A Senior Customer Success Manager role on Elliptic's global Commercial team, managing a nominated list of mainly Enterprise customers to drive upsells, renewals and net revenue retention. The role focuses on the full customer lifecycle from onboarding to expansion within the payment and/or crypto industry.

At a glance

Employment: Full-time · Employee (employment agreement)
Work mode: Hybrid · United Kingdom

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

What we're looking for

Extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
Experience in working with a broad set of customers across the region
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
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
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
Understanding of complex B2B sales methodologies
Flexible, adaptable and comfortable with changing priorities
Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working
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; comfortable creating value in a low structure environment while being agile and resilient
Interest and curiosity about digital assets and the crypto economy

Nice to have

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

Your team

Commercial team

Global Commercial team; works in partnership with the Customer Success team

Benefits

$1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

Enhanced parental leave: 16 weeks fully-paid leave for eligible employees, regardless of gender or whether they become a parent by birth or adoption

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
25 days of annual leave + bank holidays
An extra day for your birthday
Private Health Insurance - Vitality
Full access to Spill Mental Health Support
Life Assurance: cover is for 4 times your salary to your beneficiaries
Cycle to Work Scheme

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