Customer Success Manager
Elliptic offers comprehensive blockchain analytics and crypto compliance solutions. They provide advanced digital asset data and intelligence to help a wide range of clients, including financial institutions, crypto businesses, and government agencies, with crypto compliance and forensic investigations. Their services are designed for the next-generation of blockchain ecosystem builders.
Projects
About Elliptic
Elliptic provides advanced blockchain analytics, digital asset data, and intelligence for crypto compliance and forensic investigations. Their solutions cater to a wide range of clients, including financial institutions, crypto businesses, government agencies, law enforcement, and regulators. Elliptic's platform leverages a massive dataset of over 100 billion data points, covering 99% of global trading volume and over 1 billion crypto addresses, to offer enterprise-grade risk management. Key features include automated compliance through APIs, on-chain and cross-chain screening, transaction monitoring, and investigative tools. The company aims to simplify compliance, reduce risk, and lower costs for its clients, while also providing professional training and educational resources to build expertise in the crypto space.
Skills
About the Role
You will join the global Revenue team and champion the value of Elliptic, helping uncover and develop new commercial opportunities within the existing customer base. As a Customer Success Manager, you will manage a nominated list of customers based in the APAC region, playing a major part in their success journey to ensure they are successful using Elliptic's blockchain analytics solutions and in building and growing the size of their accounts. Your core deliverable will be achieving a net account retention rate as well as account upsell targets. You will also lead onboarding and training of customers to enhance the customer experience and improve satisfaction.
Requirements
- Experience in Account Management delivering upsell targets across target accounts, particularly in Financial Services
- Experience working across a broad customer base in the APAC region
- Analytical skills to analyse customer usage and engagement data to identify trends and opportunities
- Experience managing difficult client relationships such as churn or downsell conversations
- Experience evaluating customer needs and preferences and showcasing proof of value
- 3-5 years Customer Success or Account Management experience selling and 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
- Ability to work in a matrix organisation
- Interest and curiosity about digital assets and the crypto economy
- Knowledge or experience in AML particularly for crypto (bonus)
- Experience working in the blockchain / Web3 industry (bonus)
- Additional language skills French (bonus)
Responsibilities
- Onboard new customers, ensuring long term success and becoming a partner to them
- Be the 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
- Partner with Account Executives on enterprise accounts to identify and deliver value growth
- Lead the end-to-end sales process for upsell opportunities in non-enterprise accounts including pitches, demos and contract negotiation
- Drive a high NDR and GDR on your book of business
- Share feedback from the field that contributes to the product roadmap
Benefits
- Hybrid working with option to work from almost anywhere for up to 90 days per year
- Remote work budget of S$800 to set up home office
- Quarterly full-day team off-sites
- $1,000 annual Learning & Development budget
- 24 days of annual leave plus Singapore gazetted holidays
- Birthday leave
- Comprehensive Private Health Insurance
- S$650 towards annual health screening
- Access to Spill mental health support