Mid-Market Customer Success Manager

Company description

As digital assets and cryptocurrency become more widely adopted every day, our products are essential to ensure cryptocurrency is safe and accessible to all. Our solutions help to prevent financial crime and allow cryptocurrencies to be used for good. Our products are used by some of the world’s leading cryptocurrency exchanges, financial institutions and government agencies to screen over $1 billion of transactions every single week.

Elliptic is backed by some of the top VCs: SBI Group, Albion VC, Octopus Ventures, Signal Fire, Paladin Capital, Santander Inno Ventures, and Digital Currency Group, and we have grown globally with teams in the UK, USA, Singapore and Tokyo.

To achieve our mission, we depend on our incredible team of Elliptites. Our values are reflected in everything we do and every decision we make, both internally and outwardly to our customers. We actively encourage Elliptites to challenge the status quo and allow the freedom to innovate and learn every day. We encourage new ideas and learning, whether that’s through collaboration, our curiosity sessions, or utilising your professional development budget - personal growth is important to us all.

Are you a proactive and customer-centric professional with experience in managing SaaS renewals? Are you looking for your next challenge in a dynamic and emerging market? If yes, we want to hear from you!

The Impact

You Will Have:

As a Customer Success Manager for the Mid‑Market segment, you will play a critical role in driving the success of a strategic set of customers across the Americas. This segment includes accounts of different ICPs, each with complex needs, multiple stakeholders, and higher expectations for personalized partnership.

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 us - deepening their usage, expanding across portfolios, and becoming advocates for Elliptic in the cryptocurrency and compliance ecosystem.

What you’ll do:

• 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…