Regional Manager, Customer Succcess

Elliptic•New York, NY

8d•€125,000 - €220,000

About The Position

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.

Requirements

Enjoy managing top customers and understand the importance of successfully leading them to short and long term success
Proven success leading distributed Customer Success or Account Management teams in a SaaS environment
Strategic but hands-on, equally comfortable defining global frameworks as working on key customer relationships
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
Comfortable navigating cultural and operational differences across the AMER market
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
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

Nice To Haves

Experience scaling Customer Success operations
Comfort with flexible work hours and asynchronous collaboration tools

Responsibilities

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