Regional Manager, Customer Success

Skills

About the Role

You will manage 5 to 10 Customer Success Managers along with an assigned list of key accounts, driving strategy, operational excellence, and performance across your region. You'll ensure your customers achieve tangible value from Elliptic's blockchain analytics solutions, resulting in strong retention, expansion, and advocacy outcomes. You'll work in a highly collaborative and strategic capacity, influencing product direction, scaling best practices across geographies, and aligning your team's initiatives with global business objectives. You'll create a unified, customer-centric culture while respecting local market dynamics and time zones, and you'll occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders.

Requirements

• Proven success leading distributed Customer Success or Account Management teams in a SaaS environment
• 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience
• Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting
• Operational excellence in process design, forecasting, and metrics tracking
• Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies
• Fluent in Mandarin
• Interest in blockchain, cryptocurrency, or digital asset industries
• Fluent in the use of AI-based productivity, customer engagement, and analytics tools
• Experience scaling Customer Success operations
• Comfort with flexible work hours and asynchronous collaboration tools

Responsibilities

• Own and manage a subset of key accounts, ensuring health and success with the product, securing renewals and expanding ARR
• Manage, mentor, and develop a distributed team of Customer Success Managers across APAC
• Define and execute regional Customer Success strategies in alignment with the global vision
• Partner with the Global Director of Customer Success to set goals and track performance metrics such as NDR, GDR, and churn
• Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion
• Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization
• Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing
• Represent the voice of global customers by gathering regional insights and informing product roadmaps
• Drive continuous improvement of processes, tools, and playbooks across regions
• Champion collaboration between regions, fostering a culture of shared learning and best practice
• Engage directly with strategic enterprise customers to ensure alignment with executive stakeholders
• Work flexibly across time zones, coordinating with global peers and customers

Benefits

• Share Options
• 25 days of annual leave in addition to Singapore Public Holidays
• Health insurance
• Personal training budget
• Laptop + equipment
• Home office allowance
• Full access to Spill Mental Health Support