Customer Success Manager

Elliptic Enterprises Ltd.; London; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading company in the crypto analytics sector is seeking a Customer Success Manager based in London. This role involves managing EMEA customers, driving account retention and upsell opportunities, and enhancing customer experiences with Elliptic's solutions. Ideal candidates will have a background in Customer Success or Account Management in SaaS, along with excellent interpersonal and analytical skills. The position offers competitive salary, hybrid work flexibility, and various employee benefits.

Benefits

Remote working budget

Learning & Development budget

25 days of annual leave

Private Health Insurance

Mental Health Support

Life Assurance

Crypto bonus

Qualifications

• 3-5 years of Customer Success or Account Management experience in SaaS.
• Experience managing client relationships and upsell targets.
• Ability to work in a fast-paced, matrix organization.

Responsibilities

• Onboard new customers and ensure their long-term success.
• Develop Success plans to achieve customer adoption and retention.
• Collaborate with Account Executives to identify upsell opportunities.

Skills

Account Management

Customer Success

Interpersonal Skills

Analytical Skills

Job description

Customer Success Manager

Department: AMCS

Employment Type: Full Time

Location: London, UK

Reporting To: Yael Naim

Description

Are you a passionate and enthusiastic Customer Success Manager with a wealth of experience managing customers in the SaaS industry? Are you looking for your next challenge in an emerging and exciting market? Do you have experience working with medium to large customers across EMEA? If yes then we want to hear from you!

The impact you will have:

You will join our global Revenue team, and champion the value of Elliptic and help uncover and develop new commercial opportunities within our base of existing customers. As a Customer Success Manager, you will be responsible for managing a nominated list of customers, based in the EMEA region. In this important and strategic role, you will play a major part in their Success journey to ensure our customers are successful using Elliptic blockchain analytics solutions, and in building and growing the size of our accounts.

Your core deliverable will be achieving a net account retention rate as well as account upsell targets.

In addition, you will take the lead in onboarding and training our customers in using the product to enhance the customer experience and improve satisfaction. This is an exciting opportunity for an experienced individual looking for a role where you can make an impact not just on the company you work for but also in an emerging technology sector. Fascinating and challenging work is the norm - working at Elliptic is never boring!

Key Responsibilities

What you’ll do:

• Onboard new customers, ensuring we deliver long term success and become a partner to them, delivering on their objectives
• Be our customer’s champion and collaborate cross-functionally to deliver a great customer experience
• Develop and maintain high quality Success plans to achieve adoption, retention, advocacy and identify upsell targets within your accounts
• Partner with the Account Executives on the enterprise accounts, to identify and deliver value growth on the accounts.
• Lead the end-to-end sales process for upsell opportunities in your non-enterprise accounts including pitches, demos & contract negotiation
• Drive a high NDR and GDR on your book of business.
• Share feedback from the field that contributes to our product roadmap

Skills, Knowledge & Expertise

You will be a great fit here if you:

• Have experience in Account Management and can successfully deliver an upsell target across target accounts, particularly in Financial Services
• Have worked across a broad customer base in EMEA
• Are flexible, adaptable and comfortable with changing priorities
• Strong sense of curiosity and desire to deliver great customer experience
• Excellent communicator with strong interpersonal skills
• Use your analytical skills to analyse customer usage and engagement data to identify trends and opportunities for additional services
• Have managed difficult client relationships, such as churn or downsell conversations, and obtain the best outcome for both the company and our customers.
• Experienced in evaluating customer needs and preferences and being able to showcase real proof of value to our customers as they grow and expand with us.
• Have a collaborative mindset
• 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

Our ideal candidate has:

• 3-5 years Customer Success or Account Management experience selling & supporting SaaS solutions
• Experience working with customers distributed across many internal teams
• Strong relationship building skills, with track record of building advocacy, retention and generating net new business
• Demonstrated track record of success and quota over achievement
• Able to work in a matrix organisation, 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

Bonus Points for:

• Knowledge or experience in AML, particularly for crypto
• Experience working in the blockchain / Web3 industry
• Additional language skills: French
• Keen interest in public speaking and being present in events across the region

Job Benefits

> How we work:

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space

> Learning & Development:

• $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

> Vacation/ Leave:

• Holidays: 25 days of annual leave + bank holidays
• An extra day 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 and leave.

> Benefits:

• Private Health Insurance - we use Vitality!
• Full access to Spill Mental Health Support
• Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries
• £100 Crypto for you!
• Cycle to Work Scheme