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