Customer Success Manager responsible for existing customers in a SaaS environment, driving adoption and ensuring long - term customer relationships through onboarding and optimization.
About the role
- Customer Success Manager enhancing customer success using Elliptic blockchain analytics solutions. Onboarding clients and driving satisfaction in the APAC region with a focus on account retention and upsell targets.
Responsibilities
- You will join our global Revenue team, and champion the value of Elliptic and help uncover and develop new commercial opportunities within our base of existing customers.
- As a Customer Success Manager, you will be responsible for managing a nominated list of customers, based in the APAC region.
- In this important and strategic role, you will play a major part in their Success journey to ensure our customers are successful using Elliptic blockchain analytics solutions, and in building and growing the size of our accounts.
- Your core deliverable will be achieving a net account retention rate as well as account upsell targets.
- You will take the lead in onboarding and training our customers in using the product to enhance the customer experience and improve satisfaction.
- Partner with the Account Executives on the enterprise accounts, to identify and deliver value growth on the accounts.
- Drive a high NDR and GDR on your book of business.
- Share feedback from the field that contributes to our product roadmap.
Requirements
- 3-5 years Customer Success or Account Management experience selling & supporting SaaS solutions
- Have experience in Account Management and can successfully deliver an upsell target across target accounts, particularly in Financial Services
- Have worked across a broad customer base in the APAC region
- 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
- Able to work in a matrix organisation, and the ability to share the spotlight
- A strong work ethic and an entrepreneur’s mindset. You’re comfortable creating value in a low structure environment while being agile and resilient
- Interest and curiosity about digital assets and the crypto economy
- Knowledge or experience in AML, particularly for crypto (Bonus Points)
- Experience working in the blockchain / Web3 industry (Bonus Points)
- Additional language skills: French (Bonus Points)
Benefits
- Hybrid working: The option to work from almost anywhere for up to 90 days per year.
- Remote Work Budget: S$800 budget to set up your home office space.
- Team Off-sites: We hold quarterly full-day off-sites to connect and collaborate.
- L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
- Holidays: 24 days of annual leave + Singapore gazetted holidays.
- Birthday Leave: An extra day off for your birthday.
- Health Insurance: Comprehensive Private Health Insurance.
- Health Screening: S$650 towards your annual health screening.
- Mental Health: Full access to Spill mental health support.
- Crypto Bonus: £100 worth of crypto for you!
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