Mid-Market Customer Success Manager

Responsibilities

• 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.

Nice-to-Haves

• Spanish speaker
• Knowledge or experience in AML, particularly within crypto or financial services.
• Familiarity with blockchain, Web3, or digital assets.
• An interest in public speaking and representing the company at industry events.

Compensation

$100,000 - $130,000 base salary.