Customer Success Manager

📋 Description

• • Elliptic Enterprises Limited is seeking a dynamic and results-oriented Customer Success Manager to join our global Revenue team, based in our Singapore office. This pivotal role is designed for an individual passionate about championing the value of our cutting-edge blockchain analytics solutions and driving growth within our existing customer base across the APAC region. You will be instrumental in ensuring our medium to large enterprise clients achieve maximum value from Elliptic, fostering deep partnerships, and uncovering new commercial opportunities.
• • As a Customer Success Manager, your primary responsibility will be to manage a dedicated portfolio of clients, acting as their trusted advisor and advocate. You will be the linchpin in their success journey, guiding them to effectively leverage Elliptic's powerful analytics to meet their unique business objectives. This involves understanding their challenges, aligning our solutions to their needs, and proactively identifying opportunities for them to gain even greater insights and operational efficiencies.
• • A core deliverable for this role is achieving and exceeding net account retention (NDR) and account upsell targets. This requires a strategic approach to account management, focusing on building long-term relationships, demonstrating continuous value, and identifying expansion opportunities within your assigned accounts. You will be empowered to drive revenue growth not just through retention but also through strategic upselling of our advanced features and services.
• • You will take the lead in the crucial onboarding and training phases for new customers. This is a critical touchpoint where you will set the foundation for long-term success, ensuring clients are proficient in using the Elliptic platform. By delivering exceptional onboarding experiences, you will enhance customer satisfaction, drive product adoption, and solidify Elliptic's position as an indispensable partner.
• • This role offers an exciting opportunity to make a significant impact within a rapidly evolving and high-growth market. You will be at the forefront of an emerging technology sector, working on fascinating and challenging problems that are anything but routine. Elliptic is a place where innovation thrives, and your contributions will directly influence our customers' success and the company's trajectory.
• • Key responsibilities include developing and maintaining high-quality Success Plans tailored to each customer's objectives, ensuring adoption, retention, and advocacy. You will collaborate closely with Account Executives on enterprise accounts to identify and deliver value growth, and you will independently lead the end-to-end sales process for upsell opportunities in non-enterprise accounts, including pitching, demonstrating the product, and negotiating contracts.
• • You will be responsible for driving a high Net Dollar Retention (NDR) and Gross Dollar Retention (GDR) across your book of business. This involves proactively monitoring customer health, identifying at-risk accounts, and implementing strategies to mitigate churn and drive expansion. Your ability to analyze customer usage and engagement data will be crucial in identifying trends, potential issues, and opportunities for additional services.
• • Furthermore, you will act as the voice of the customer within Elliptic, sharing valuable feedback from the field that directly contributes to our product roadmap. This ensures that our solutions continue to evolve and meet the dynamic needs of the market, reinforcing our commitment to customer-centric development.
• • You will also be responsible for managing challenging client relationships, including navigating churn or downsell conversations. Your expertise in de-escalating situations and finding mutually beneficial outcomes will be essential in preserving and strengthening client relationships, even in difficult circumstances.
• • Evaluating customer needs and preferences is paramount. You will excel at showcasing the tangible proof of value Elliptic delivers as our customers grow and expand their operations, ensuring they continuously see the ROI of their investment.
• • A collaborative mindset is key, as you will work across various internal teams, including Sales, Product, and Support, to ensure a seamless and exceptional customer experience. You will address problems immediately, leveraging cross-functional collaboration to find effective solutions.
• • This role demands working with pace and energy, fostering team spirit, and cultivating unity and commitment within the team. You will contribute to a positive and productive work environment where collaboration and shared success are paramount.
• • Ultimately, you will be a trusted advisor, a strategic partner, and a key driver of growth for both our customers and Elliptic Enterprises Limited in the exciting APAC market.