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Elliptic is the leader in digital asset decisioning, providing the most comprehensive platform for extracting crypto data and intelligence across blockchains. Founded in 2013 and headquartered in London, Elliptic serves organizations globally with compliance, risk management, intelligence operations, and blockchain infrastructure solutions.
You will join as a Senior Customer Success Manager in a player-coach capacity, carrying a strategic portfolio of mid-market accounts across APAC while serving as a force multiplier for the broader CS team. This is not a people-management role—you won't own headcount or formal performance management. Instead, your leadership manifests through influence, mentorship, and being the practitioner peers turn to for guidance on complex deals, renewals, and escalations.
As a practitioner, you will own the health, retention, and expansion pipeline across your mid-market portfolio, tracking customer performance and engagement to proactively mitigate risk and uncover growth opportunities. You'll serve as the strategic point of contact for in-region customers, building relationships with operational and executive stakeholders and guiding them toward best practices. You'll develop and maintain structured account plans articulating goals, success metrics, and long-term strategies to drive adoption and renewal readiness. You'll lead renewal cycles end-to-end, maintain accurate retention forecasts, and negotiate commercial terms. You'll identify and champion expansion opportunities, partnering with Product to position additional solutions, and run strategic business reviews demonstrating ROI.
As a coach, you'll act as a subject-matter expert for peers, offering guidance on complex renewals and escalations without owning outcomes for other CSMs' accounts. You'll model and share best practices for account planning, health-score interpretation, and renewal forecasting. You'll partner with your manager to onboard and ramp new CSMs, contribute to regional playbooks and enablement content, and represent the CS team's voice in cross-functional forums, surfacing patterns and insights from across the team's accounts.
Within your first six months, you'll have fully ramped your portfolio with account plans in place for every key customer, a clear view of health and renewal risk, and at least one renewal or expansion successfully closed. You'll have built credibility with peers as a go-to resource, contributed improvements to shared playbooks or tools, and be actively participating in cross-functional forums while maintaining strong relationships with customers' key stakeholders.
You are a strategic, consultative professional who naturally gravitates toward helping others improve, influencing through credibility rather than formal authority. You build strong relationships across stakeholder levels and are outcome-driven, balancing tactical ownership of your own book with influence-based leadership. You lead confidently on success planning and value realization with a calm, empathetic presence in escalations, and you're comfortable with the player-coach duality—evaluated on your own portfolio first, with mentorship as an added dimension.
REQUIREMENTS:
- Native Mandarin speaker
- Proven experience in Customer Success, Account Management, or Renewals within B2B SaaS, managing mid-market customers with complex workflows
- Track record of being the person peers informally seek out for advice, even without formal title
- 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:
- Knowledge or experience in AML, particularly within crypto or financial services
- Familiarity with blockchain, Web3, or digital assets
- 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
