Customer Success Manager

CUSTOMER SUCCESS MANAGER Are you a passionate, technical and enthusiastic Senior Customer Success Manager with a wealth of experience managing Enterprise customers in the payment and/or crypto industry? Are you looking for your next challenge in an emerging and exciting market? If yes then we want to hear from you! The impact you will have: You will join our global Commercial team, and champion uncovering and developing new commercial opportunities within our base of existing customers. As Customer Success Manager, you will be responsible for managing a nominated list of customers, mainly Enterprises. Your focus will be to drive profitable annual contract revenue contribution and increased market share from the Elliptic solution and service portfolio. Working in partnership with the Customer Success team, you will manage the upsell sales cycle including identifying opportunities, qualifying, negotiating terms, developing custom proposals and closing upsells and renewals to ultimately deliver profitable revenue growth and >100% net account retention for those named accounts. This is an exciting opportunity for an experienced and tech savvy individual looking for a role where you can make an impact not just on the company you work for but also on the market you work in. Fascinating and challenging work is the norm - working at Elliptic is never boring! KEY RESPONSIBILITIES What you’ll do: - Build strong relationships with key stakeholders within your account base - Fully manage your customers throughout the various phases of the lifecycle from onboarding to renewal and expansion - Be the main point of contact for your accounts internally and externally - Analyze critical utilization data and assess renewal risk, proactively mitigating risk early on - Develop net new business through upsell and cross sell opportunities within your region - Build strategic customer account plans, and manage the commercial cycle independently and/or in collaboration with AEs - Discovery and scoping of high quality expansion opportunities within existing accounts - Convert customer needs and challenges into qualified opportunities - Develop custom proposals based on customer requirements - Conduct presentations such as QBRs, kickoff calls and product demos - Negotiate terms and renewals - Meet and exceed quarterly and annual quotas for your region and target customers SKILLS, KNOWLEDGE & EXPERTISE You will be a great fit here if you: - Have extensive Customer Success experience and can successfully manage, retain and lead expansion opportunities - Have experience in working with a broad set of customers across the region - Have experience creating and working with data flow diagrams of payment schemes and architecture - Can understand the customer’s business model, and how digital assets fit into their strategy - Have the ability to analyse customer usage and engagement data to identify trends and opportunities for additional services - Can manage difficult client relationships, such as churn or downsell conversation, and obtain the best outcome for both the company and our customers. - Can evaluate customer needs and preferences in relation to pricing, product terms and conditions to ensure that client requirements are addressed in commercial proposals - Have a collaborative mindset, and experience working with a larger account team, including Account Executives and Solutions Consultants - 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 - Have an understanding of complex B2B sales methodologies - Are flexible, adaptable and comfortable with changing priorities - Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working Our ideal candidate has: - Solid Account Management experience selling SaaS solutions Experience working with customers distributed across multiple countries/s