Senior Customer Success Manager

As a Senior Customer Success Manager at Elliptic, you'll carry a strategic portfolio of mid-market accounts across APAC while acting as a force multiplier for the broader Customer Success team. You'll combine hands-on account ownership with informal mentorship, sharing playbooks and helping peers navigate complex renewals and escalations. This is a player-coach role where your leadership shows through influence and credibility rather than formal authority.

What you'll do

• Own the health, retention, and expansion pipeline across your mid-market portfolio, tracking customer performance, engagement, and satisfaction to proactively mitigate risk and uncover growth opportunities.
• Serve as the strategic point of contact for your in-region customers, building strong relationships with operational and executive stakeholders and guiding them toward best practices.
• Develop and maintain structured account plans for key customers, articulating goals, success metrics, and long-term strategies to drive adoption, value realization, and renewal readiness.
• Lead renewal cycles end-to-end for your accounts, maintaining an accurate retention forecast and negotiating commercial terms that align customer needs with Elliptic's business objectives.
• Identify and champion expansion opportunities within your portfolio, partnering with Product to position additional solutions.
• Run strategic business reviews and success discussions that demonstrate ROI and reinforce Elliptic's value as a trusted long-term partner.
• Act as a go-to subject-matter expert for peers, offering guidance on complex renewals, escalations, or stakeholder situations without owning the outcome for other CSMs' accounts.
• Model and share best practices for account planning, health-score interpretation, and renewal forecasting to standardize how the team approaches strategic retention.
• Partner with your manager to help onboard and ramp new CSMs through shadowing, account plan reviews, or being a sounding board.
• Contribute to and help evolve regional playbooks, tools, and enablement content based on what works in the field.
• Represent the voice of the Customer Success team in cross-functional forums such as Sales, Product, Solutions, and Marketing, surfacing patterns and insights from across the team's accounts.

What you bring

• Native fluency in Mandarin.
• Proven experience in Customer Success, Account Management, or Renewals within B2B SaaS, managing mid-market customers with complex workflows.
• A track record of being the person peers informally seek out for advice, even without a formal title reflecting that.
• Strong retention and renewal strategy skills, with accurate pipeline forecasting and demonstrated ability to drive expansion.
• Fluency 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.
• A strategic, consultative approach to Customer Success that builds long-term partnerships delivering measurable value.
• Ability to build strong relationships across stakeholder levels from analysts to executives, tailoring communication to influence effectively.
• An outcome-driven mindset that balances tactical ownership of your own book with informal, influence-based leadership across the team.
• Confidence leading on success planning, value realization, and strategic direction, with a calm and empathetic presence in escalations.

Nice to have

• Knowledge or experience in AML, particularly within crypto or financial services.
• Familiarity with blockchain, Web3, or digital assets.
• An interest in public speaking and representing the company at industry events.
• Prior experience in a player-coach, team lead, or senior individual contributor role with informal mentorship responsibilities.

What we offer

• Competitive salary
• Share options
• 25 days of annual leave in addition to Singapore Public Holidays
• Health insurance
• Personal training budget
• Laptop and equipment you need
• Home office allowance
• Full access to Spill Mental Health Support

About Elliptic

Elliptic is the leader in digital asset decisioning, building the most comprehensive platform for extracting crypto data and intelligence across blockchains. Founded in 2013 and headquartered in London, Elliptic serves exacting organizations globally with offices in New York, Washington D.C., Miami, San Francisco, UAE, Singapore, Hong Kong, and Tokyo.