Mid-Market Customer Success Manager

Responsibilities

• Own the health, retention, and expansion pipeline across a mid-market portfolio
• Serve as the strategic point of contact for in-region customers, building relationships with operational and executive stakeholders
• Develop and maintain structured account plans to drive adoption and value realization
• Monitor customer usage and health trends to mitigate churn risk
• Lead end-to-end renewal cycles and negotiate commercial terms
• Identify and champion expansion opportunities in partnership with Product teams
• Conduct strategic business reviews to demonstrate ROI and strengthen executive alignment
• Collaborate cross-functionally with Sales, Product, and Marketing to share customer insights

Requirements

• Proven experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment
• Experience managing mid-market customers with complex workflows or integrations
• Strong understanding of retention and renewal strategy and pipeline forecasting
• Ability to identify and drive expansion opportunities aligned with customer goals
• Technical and product fluency to translate capabilities into business value
• Experience delivering executive-level presentations and strategic business reviews
• Proficiency with customer data, health scores, and analytics tools
• Strong commercial mindset and negotiation skills

Preferred Qualifications

• Spanish language fluency
• Knowledge of AML (Anti-Money Laundering) within crypto or financial services
• Familiarity with blockchain, Web3, or digital assets
• Experience in public speaking or industry representation

Benefits

• Comprehensive medical, dental, and vision coverage
• 401k with company match
• 25 days of annual leave plus US Public Holidays
• 16 weeks fully-paid parental leave
• $1,000 annual Learning & Development budget
• $650 remote work setup budget
• Mental health support via Spill

About the Company

Elliptic provides essential solutions to ensure cryptocurrency is safe and accessible. Our products help prevent financial crime and are used by leading cryptocurrency exchanges, financial institutions, and government agencies to screen over $1 billion of transactions every week.