Customer Success Manager

Are you a Customer Success superstar looking to apply your expertise in a fast-paced and innovative company? Are you passionate about learning and eager to immerse yourself in a growing industry? Are you truly motivated by the customer experience and building long-term relationships that enable customers to achieve their missions? If yes, then we want to hear from you.

The impact you will have:

Our Customer Success Managers are front and centre with our customers, supporting them to navigate compliance within cryptoassets and empowering them to achieve more! Working collaboratively across all areas of the business, you will champion our customers’ voice to create amazing customer experiences across all aspects of the customer journey for your assigned accounts. You will become a trusted advisor to our customers, connecting with key stakeholders and using data-led insights to help your customer base get the most out of Elliptic’s products and services.

This is an exciting opportunity to join a critical function that will support our growth and expansion in the APAC region.

What you will do:

• Owning the entire post-sales process, including onboarding, ongoing retention and working closely with Account Managers to identify growth opportunities.
• Proactively identifying and reporting on key customer health metrics
• Liaising with cross-functional internal teams (including engineering, product development, sales and marketing), to improve the entire customer experience
• Delivering expertise, education, and guidance to customers as they craft and deliver their crypto-related risk and compliance strategies
• Understanding the intricacies of our products, services and partners in great depth to leverage as needed to meet customer needs
• Contributing to strategic decision making by sharing ideas and feedback on trends including competitor insights, customer needs, sales, product and marketing information and acting as the voice of the customer internally
• Creating and delivering on customer implementation plans to accelerate time-to-value for customers and reduce onboarding friction
• Working closely with Technical Customer Support to respond quickly to customer queries and coordinate across the various Elliptic teams to solve their problems in line with agreed SLAs
• Supporting our Product team with new feature roll outs, including training of customers, drafting client communications, implementing training tools etc

Requirements

You will be a great fit here if you:

• Are confident creating and managing relationships with stakeholders at all levels
• Thrive on working at pace and are able to think fast and demonstrate expertise to customers by drawing on past experience and industry knowledge
• Embody proactivity and are happy rolling up your sleeves and getting stuck in with everything required to support customers, from the day to day admin to representing Elliptic
• Push yourself to exceed expectations and relish the opportunity to work autonomously
• Enjoy thinking creatively and problem solving under pressure
• Are an exceptional and empathetic listener, and able to use this quality to truly understand the challenges your customers are facing
• Are comfortable presenting in front of large audiences and able to successfully communicate with a range of individuals
• Are at ease with complex technology and love learning

Our ideal candidate has:

• Prior experience as a Customer Success Manager or Account Manager in the B2B SaaS space or a complex technical market
• Experience managing a range of clients from SMBs to Enterprise
• Demonstrable success in stakeholder management both internally and externally.
• Experience managing a smaller number of accounts more intensely, maximum 30 accounts, leveraging a high touch customer success model
• Experienced the different customer cycles

Bonus Points for:

• Experience in or a passion for crypto and/or compliance
• Commercial drive
• Technical acumen
• Fluent in Japanese

Benefits

• Competitive salary
• Share Options
• Holiday - 24 days of annual leave in addition to Singapore gazetted holidays
• Health insurance
• Quarterly full-day off-sites & annual company 3-day offsite
• Personal training budget & LinkedIn Learning subscription
• Laptop + equipment you need
• Home office allowance
• Full access to Spill Mental Health Support

We know Diversity and Inclusion is much deeper than just hiring, but it’s important for us to mention it here. We welcome and embrace individuals of all backgrounds and identities at Elliptic, and this is an ongoing priority for us. We know incredible people don’t all think in the same way. We want to be challenged every day. We believe our diverse team of individuals underpins this by bringing creative thinking and innovation to Elliptic every day. We are committed to creating a diverse, inclusive and equitable workplace, so we welcome applications from everyone, even if you may not think you fit all of the requirements of our roles. We foster an environment of psychological safety, where everyone feels comfortable to bring their whole self to work.