Mid-Market Customer Success Manager
5.0/10
Elliptic
Not specified
Remote
mid
22 days ago
cryptofintechsupportweb3
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Description
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 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.
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