Mid-Market Customer Success Manager

Drive the success of strategic mid-market customers across the Americas by serving as a trusted advisor, leading retention and expansion efforts, managing renewals, and demonstrating measurable value from Elliptic's cryptocurrency compliance solutions.

Responsibilities

• Own the health, retention, and expansion pipeline across a mid-market customer portfolio.
• Build relationships with operational and executive stakeholders as the strategic point of contact.
• Develop structured account plans with goals, success metrics, and long-term strategies.
• Monitor usage and customer health trends to mitigate churn and improve adoption.
• Lead renewal cycles, forecast risk, and negotiate commercial terms.
• Identify expansion opportunities and partner with Product to position additional solutions.
• Run strategic business reviews that demonstrate ROI and strengthen executive alignment.
• Collaborate with Sales, Product, Solutions, and Marketing to share customer insights and influence roadmap decisions.
• Contribute to global customer success strategy and scalable mid-market processes.

Requirements

• Experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment.
• Strong retention and renewal strategy experience, including accurate pipeline forecasting and churn mitigation.
• Ability to identify and drive expansion opportunities tied to measurable business outcomes.
• Technical and product fluency with the ability to translate capabilities into customer value.
• Experience conducting strategic business reviews and executive-level presentations.
• Ability to use customer data, health scores, and analytics to identify trends and opportunities.
• Excellent organization and ability to manage multiple projects, renewals, and stakeholder relationships.
• Commercial mindset with negotiation experience.
• Experience working collaboratively in a global, cross-functional environment.
• Spanish language skills are a bonus.
• Knowledge of AML in crypto or financial services is a bonus.
• Familiarity with blockchain, Web3, or digital assets is a bonus.

Benefits

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