Senior Customer Success Manager

Company description: Elliptic is the leader in digital asset decisioning, we have built the most comprehensive platform for efficiently extracting crypto data and intelligence across blockchains with the greatest accuracy. Our platform’s unrivalled uptime, scalability, depth and breadth of our data and intelligence means exacting organizations choose Elliptic for their compliance, risk management, intelligence operations and blockchain infrastructure needs. Founded in 2013, Elliptic is headquartered in London with offices in New York, Washington D.C., Miami, San Francisco, UAE, Singapore, Hong Kong and Tokyo. To learn more, visit www.elliptic.co http://www.elliptic.co and follow us on LinkedIn https://uk.linkedin.com/company/ellipticco and X https://x.com/elliptic?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor. Are you a proactive, customer-centric professional with deep SaaS renewal and retention experience and someone who naturally raises the game of everyone around you? Are you looking for a role where you keep a hand on a strategic book of business and help shape how the wider team works? If yes, we want to hear from you! The impact you will have: As a Senior Customer Success Manager (Player-Coach), you'll carry a portfolio of strategic mid-market accounts across APAC while also acting as a force multiplier for the broader CS team - sharing playbooks, modeling best practice, and helping newer or peer CSMs level up. This is not a people-management role: you won't own headcount, hiring, or formal performance management. Instead, your leadership shows up through influence, mentorship, and being the practitioner other CSMs turn to when a deal, a renewal, or an escalation gets hard. What you will do: As a practitioner (your own book of business): - 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 your key customers, articulating goals, success metrics, and long-term strategies to drive adoption, value realization, and renewal readiness. - Lead renewal cycles end-to-end for your accounts, maintaining an accurate retention forecast and negotiating commercial terms that align customer needs with Elliptic's business objectives. - Identify and champion expansion opportunities within your own portfolio, partnering with Product to position additional solutions. - Run strategic business reviews and success discussions that demonstrate ROI and reinforce Elliptic's value as a trusted long-term partner. As a coach (raising the team's game): - Act as a go-to subject-matter expert for peers - offering guidance on complex renewals, escalations, or stakeholder situations when asked, without owning the outcome for other CSMs' accounts. - Model and share best practices for account planning, health-score interpretation, and renewal forecasting, helping standardize how the team approaches strategic retention. - Partner with your manager to help onboard and ramp new CSMs - shadowing calls, reviewing account plans, or being a sounding board. - Contribute to and help evolve regional playbooks, tools, and enablement content based on what's actually working in the field. - Represent the voice of the CSM team in cross-functional forums (Sales, Product, Solutions, Marketing), surfacing patterns and insights from across the team's accounts, not just your own. What you will achieve in the first 6 months: - Within your first six months, you'll have fully ramped up on your portfolio - with account plans in place for every key customer, a clear view of health and renewal risk across the book, and at least one renewal or expansion successfully closed. You'll have built credibility with peers as a go-to resource on complex renewals or escalations, contributed at least one improvement to the team's shared playbooks or tools, and be actively participating in cross-functional forums as a voice for the CS team's collective insight, all while maintaining strong, trust-based relationships with your own customers' key stakeholders. You will be a great fit here if you: - Take a strategic, consultative approach to Customer Success, building long-term partnerships that deliver measurable value. - Naturally gravitate toward helping others get better, influencing through credibility rather than formal authority. - Build strong relationships across stakeholder levels - from analysts to executives and tailor communication to influence effectively. - Are outcome-driven, balancing tactical ownership of your own book with informal, influence-based leadership across the team. - Lead confidently on success planning, value realization, and strategic direction, with a calm and empathetic presence in escalations. - Are comfortable with the "player-coach" duality: evaluated on your own portfolio first, with mentorship as an added dimension. Our ideal candidate has: - Native Mandarin speaker. - Proven experience in Customer Success, Account Management, or Renewals within B2B SaaS, managing mid-market customers with complex workflows. - A track record of being the person peers informally seek out for advice, even without a formal title reflecting that. - Strong retention and renewal strategy skills, with accurate pipeline forecasting and demonstrated ability to drive expansion. - Fluent in using AI-based tools for customer insights, health scoring, and workflow automation to scale a strategic book of business. - Experience running executive-level business reviews, with a commercial mindset for negotiating customer and company needs. - Comfort operating without formal management authority - leading through credibility and example, in a global, cross-functional environment. Bonus Points for: - 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. - Prior experience in a player-coach, team lead, or "senior IC with informal mentorship" capacity. Benefits: - Competitive salary - Share Options - Holiday - 25 days of annual leave in addition to Singapore Public Holidays - Health insurance - Personal training budget - 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.