Job Overview
Location
Remote
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 17, 2026
Full Job Description
đź“‹ Description
- • Elliptic Enterprises Limited is seeking a dynamic and experienced Regional Manager of Customer Success to lead our high-performing teams across the EMEA and APAC regions. This pivotal role is designed for a seasoned leader passionate about fostering deep, lasting customer relationships and driving measurable business outcomes. As a player-coach, you will be instrumental in shaping the strategy and operational excellence of our Customer Success function in two of our most critical growth markets, ensuring our most important customers achieve unparalleled value from Elliptic's cutting-edge blockchain analytics solutions.
- • In this strategic position, you will directly manage a team of 10 Customer Success Managers (CSMs) and oversee a dedicated portfolio of key accounts. Your primary objective will be to ensure these customers not only achieve their desired outcomes but also experience exceptional value, leading to robust retention, significant expansion opportunities, and strong customer advocacy. You will report directly to the Global Director of Customer Success, contributing to the overarching global vision while adapting strategies to the unique nuances of the EMEA and APAC markets.
- • A significant aspect of your role will involve defining and executing regional Customer Success strategies. This requires a deep understanding of market dynamics, cultural differences, and operational considerations across diverse geographies. You will be responsible for setting ambitious goals, meticulously tracking key performance indicators such as Net Dollar Retention (NDR), Gross Dollar Retention (GDR), and churn rates, and driving consistency in performance across both regions. Your leadership will be crucial in building scalable frameworks for customer onboarding, health scoring, success planning, and ongoing value realization, ensuring a seamless and impactful customer journey.
- • Collaboration is at the heart of this role. You will work closely with a variety of cross-functional teams, including Sales, Product, Operations, and Marketing, to champion a unified, customer-centric approach. By acting as the voice of the global customer, you will gather critical regional insights and provide invaluable feedback to inform product roadmaps and strategic development. This ensures that Elliptic's solutions continue to evolve in line with customer needs and market trends.
- • You will also be responsible for mentoring and developing your distributed team of CSMs. This involves fostering a culture of high performance, trust, and continuous learning. Your coaching abilities will be essential in empowering your team to excel in strategic account management, driving customer adoption, securing renewals, and identifying expansion opportunities. You will create a supportive and collaborative environment that respects local market dynamics and time zones, while promoting a unified global vision.
- • The role demands a hands-on approach. While defining global frameworks and strategies, you will also occasionally engage directly with strategic enterprise customers. This direct interaction will ensure alignment with their executive stakeholders and provide you with firsthand insights into customer challenges and successes. Your ability to navigate complex customer relationships and demonstrate tangible value will be key to securing long-term partnerships.
- • Driving continuous improvement across processes, tools, and playbooks will be a core responsibility. You will identify opportunities to enhance efficiency, effectiveness, and scalability within the Customer Success function across both regions. Championing collaboration between the EMEA and APAC teams, you will foster a culture of shared learning and the dissemination of best practices, ensuring that the entire team benefits from collective knowledge and experience.
- • Embracing flexibility is paramount, as you will be expected to work across multiple time zones, coordinating with global peers and customers to meet business needs effectively. Your ability to manage priorities, adapt to a dynamic and fast-moving environment, and maintain a high level of energy and commitment will be critical to success. You will be a key player in building team spirit, cultivating unity, and driving commitment among your team, ensuring a cohesive and motivated group dedicated to customer success.
- • Ultimately, your impact will be measured by the tangible value your customers derive from Elliptic's solutions, reflected in strong retention, expansion, and advocacy metrics. You will be instrumental in solidifying Elliptic's reputation as a trusted partner, driving sustainable growth and customer loyalty across EMEA and APAC.
🎯 Requirements
- • Minimum of 7 years of experience in Customer Success or Account Management roles, with at least 3 years in a people management capacity, preferably leading distributed teams.
- • Proven track record of successfully managing and growing a portfolio of B2B SaaS customers, consistently meeting or exceeding retention, expansion, and satisfaction targets.
- • Demonstrated experience in defining and executing regional Customer Success strategies, with a strong understanding of operational excellence in process design, forecasting, and metrics tracking.
- • Experience managing customers and teams across multiple international regions, with a preference for experience in EMEA and APAC markets.
- • Strong leadership, coaching, and people development skills, with a demonstrated ability to build high-performance, high-trust teams.
- • Excellent communication, relationship-building, and stakeholder management abilities, with the capacity to influence at all levels.
- • A data-driven approach to decision-making, utilizing customer and business metrics to inform strategy and drive performance.
- • Comfort navigating cultural and operational differences across diverse markets and time zones.
- • Interest in blockchain, cryptocurrency, or digital asset industries, with experience in Crypto, Financial Services, Payments, RegTech, or technology companies being a significant advantage.
🏖️ Benefits
- • Competitive salary and share options package.
- • Generous annual leave allowance of 25 days, in addition to US Public Holidays.
- • Comprehensive health insurance coverage.
- • Personal training and development budget to support continuous learning and skill enhancement.
- • Provision of a laptop and all necessary equipment to perform your role effectively.
- • Home office allowance to ensure a comfortable and productive remote working environment.
- • Full access to Spill, a mental health support platform, providing confidential and accessible resources.
- • Opportunity to work flexibly across multiple time zones and contribute to a global, dynamic company.
Skills & Technologies
Remote
About Elliptic Enterprises Limited
Elliptic is a global leader in crypto-asset risk management. The company provides a comprehensive suite of tools and services designed to help businesses, regulators, and law enforcement agencies understand and manage the risks associated with cryptocurrencies. Their technology analyzes blockchain data to detect illicit activity, identify high-risk transactions, and ensure compliance with anti-money laundering (AML) and counter-terrorist financing (CTF) regulations. Elliptic's solutions are used by financial institutions, exchanges, and governments worldwide to protect against financial crime, enhance security, and foster the safe adoption of digital assets.
