Elliptic

Customer Success Manager

Elliptic

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Tech Stack

Unity

About the role

  • 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

Requirements

  • Have extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities
  • Have experience in working with a broad set of customers across the region
  • Have 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
  • Have the 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
  • Have a 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
  • Have an understanding of complex B2B sales methodologies
  • Are flexible, adaptable and comfortable with changing priorities.
  • 5+ years 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. You’re comfortable creating value in a low structure environment while being agile and resilient.
  • Interest and curiosity about digital assets and the crypto economy.
  • Must Have: Payments and/or crypto experience.
  • Familiar with compliance workflows.
  • Bonus Points for: Understanding of AML/KYC and Forensics space, either in cryptocurrency or traditional financial environments.
  • Experience selling SaaS solutions to Financial Services.
  • Borderline obsession with emerging technology.
Benefits
  • Hybrid working: The option to work from almost anywhere for up to 90 days per year.
  • Remote Work Budget: $650 budget to set up your home office space.
  • L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
  • Holidays: 25 days of annual leave + 8 US Public Holidays.
  • Birthday Leave: An extra day off for your birthday.
  • Enhanced Parental Leave: We provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave.
  • Healthcare: Comprehensive medical, dental, and vision coverage through a range of providers (including Tufts, Kaiser, Aetna, UHC, and Blue Shield of CA) with generous premium contributions for you and your dependents.
  • 401k: Company match included.
  • Mental Health: Full access to Spill mental health support.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementSaaS solutionsData flow diagramsPayments architectureB2B sales methodologiesQuotas over achievementAML/KYCForensicsDigital assets
Soft Skills
Relationship buildingCollaborationProblem solvingAdaptabilityNegotiationCommunicationTeam spiritCustomer engagementAnalytical thinkingResilience