# Customer Success Manager

**Company:** [Elliptic](https://hotfix.jobs/companies/elliptic)
**Location:** London, United Kingdom
**Role:** Customer Success
**Skills:** SaaS, Account Management, Customer Success, Data Analysis, Data Flow Diagrams, Payment Schemes, Digital Assets, Aml/Kyc, Cryptocurrency, B2B Sales, Account Planning, AI Tools
**Posted:** 2026-06-09

> Manages enterprise customer relationships across onboarding, renewal, and expansion, using account planning, usage analysis, and commercial skills to drive retention and upsell growth. Experience with SaaS, payments or crypto, and complex B2B sales is valuable.

## Job Description

## Responsibilities
- Build strong relationships with key stakeholders within the account base.
- Manage customers throughout the lifecycle, from onboarding to renewal and expansion.
- Serve as the main internal and external point of contact for assigned accounts.
- Analyze customer utilization and engagement data, assess renewal risk, and proactively mitigate risk.
- Develop new business through upsell and cross-sell opportunities.
- Build strategic customer account plans and manage commercial cycles independently or with Account Executives.
- Discover and scope expansion opportunities within existing accounts.
- Convert customer needs and challenges into qualified opportunities.
- Develop custom proposals based on customer requirements.
- Conduct QBRs, kickoff calls, and product demonstrations.
- Negotiate terms and renewals.
- Meet and exceed quarterly and annual quotas.

## Requirements
- Extensive Customer Success experience managing, retaining, and expanding customer accounts.
- Account Management experience selling SaaS solutions.
- Experience working with customers across multiple countries or states.
- Experience creating and working with data-flow diagrams for payment schemes and architectures.
- Ability to understand customer business models and how digital assets support their strategies.
- Ability to analyze customer usage and engagement data to identify trends and opportunities.
- Experience managing difficult client relationships, including churn and downsell conversations.
- Ability to evaluate customer needs and preferences in relation to pricing, product terms, and conditions.
- Experience collaborating with broader account teams, including Account Executives and Solutions Consultants.
- Understanding of complex B2B sales methodologies.
- Strong relationship-building skills with a record of retention and generating new business.
- Demonstrated quota achievement and commercial success.
- Collaborative, entrepreneurial, agile, and resilient mindset.
- Interest in digital assets and the crypto economy.
- Comfortable adopting AI tools to improve productivity.

## Nice-to-haves
- Understanding of AML/KYC and forensics in cryptocurrency or traditional financial environments.
- Payments or cryptocurrency experience.
- Familiarity with compliance workflows.
- Experience selling SaaS solutions to financial-services organizations.
- Interest in emerging technology.

## Compensation and Benefits
- Hybrid working, with the option to work from almost anywhere for up to 90 days per year.
- £500 remote-working budget for home-office setup.
- $1,000 Learning & Development budget.
- 25 days of annual leave plus bank holidays.
- Extra day off for your birthday.
- 16 weeks of fully paid enhanced parental leave for eligible employees.
- Private health insurance through Vitality.
- Spill mental-health support.
- Life assurance equal to four times salary.
- Cycle to Work Scheme.

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