Regional Manager, Customer Succcess

• Are you an experienced Customer Success leader ready to take our global customer
• relationships to the next level? Do you have experience in managing global and
• high-performing teams that deliver measurable outcomes and exceptional
• experiences as a player-coach? If so, we’d love to hear from you!

The impact you will have

• As the Regional Manager of Customer Success for AMER, you will manage 5 - 10 CSMs
• and an assigned list of accounts and a cross-regional team of Customer Success
• Managers who partner with our most important customers across two of our key growth
• regions.
• Reporting to the Global Director of Customer Success, you will drive strategy, operational
• excellence, and performance across both regions. You’ll ensure your assigned customers
• and others achieve tangible value from Elliptic’s blockchain analytics solutions, resulting
• in strong retention, expansion, and advocacy outcomes.
• This is a highly collaborative and strategic role — influencing product direction, scaling
• best practices across geographies, and aligning your team’s initiatives with global
• business objectives. You’ll create a unified, customer-centric culture while respecting
• local market dynamics and time zones.

What you'll do

• Own and manage a subset of key accounts, ensuring health and success with our product, securing renewals and expanding ARR
• Manage, mentor, and develop a distributed team of Customer Success Managers across AMER
• Define and execute regional Customer Success strategies in alignment with the global vision, adapting for regional market needs
• Partner with the Global Director of Customer Success to set goals, track performance metrics (NDR, GDR, churn), and drive global consistency
• Support CSMs in high-value strategic account management, ensuring customer adoption, retention, and expansion
• Build scalable frameworks for onboarding, health scoring, success planning, and ongoing value realization
• Collaborate with cross-functional stakeholders such as Sales, Product, Operations, and Marketing to ensure frictionless customer experiences
• Represent the voice of global customers by gathering regional insights and informing product roadmaps
• Drive continuous improvement of processes, tools, and playbooks across both regions
• Champion collaboration between regions, fostering a culture of shared learning and global best practice
• Occasionally engage directly with strategic enterprise customers to ensure alignment with their executive stakeholders
• Work flexibly across time zones, coordinating with global peers and customers to meet business needs

You will be a great fit here if you

• Enjoy managing top customers and understand the importance of successfully leading them to short and long term success
• Have proven success leading distributed Customer Success or Account Management teams in a SaaS environment
• Are strategic but hands-on, equally comfortable defining global frameworks as working on key customer relationships
• Possess excellent leadership, coaching, and people development skills, creating high-performance and high-trust teams
• Fluent in the use of AI-based productivity, customer engagement, and analytics tools to streamline operations and improve client and team outcomes
• Take a data-driven approach to decision-making, using customer and business metrics to inform strategy
• Are comfortable navigating cultural and operational differences across the AMER market
• Have exceptional communication, relationship-building, and stakeholder management abilities
• Embrace flexibility and are able to manage priorities across multiple time zones
• Thrive in a dynamic, fast-moving environment and champion collaboration across regions and departments
• 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

Our ideal candidate has

• 7+ years in Customer Success or Account Management roles, including at least 3 years of people management experience
• Strong track record of delivering retention, expansion, and satisfaction targets in a B2B SaaS setting
• Operational excellence in process design, forecasting, and metrics tracking
• Experience working in or with Crypto, Financial Services, Payments, RegTech, or technology companies
• A global mindset - curious, culturally aware, and adaptable
• Interest in blockchain, cryptocurrency, or digital asset industries
• Bonus Points for:
• Experience scaling Customer Success operations
• Comfort with flexible work hours and asynchronous collaboration tools

Job Benefits

• Competitive salary
• Share Options
• Holiday - 25 days of annual leave in addition to US Public Holidays
• Health insurance
• Personal training budget
• Laptop + equipment you need
• Home office allowance
• Full access to Spill Mental Health Support