Mid-Market Customer Success Manager

About the role

The Customer Success Manager for the Mid-Market segment plays a critical role in driving the success of strategic customers across the Americas. This role involves managing customer health, retention, and expansion, serving as a strategic point of contact, developing structured account plans, monitoring customer usage, leading renewal cycles, identifying and championing expansion opportunities, and collaborating cross-functionally.

Responsibilities

• Own the health, retention, and expansion pipeline across your mid-market portfolio, tracking customer performance, engagement, and satisfaction to proactively mitigate risk and uncover opportunities for growth.
• Serve as the strategic point of contact for your in-region customers, building strong relationships with both operational and executive stakeholders, guiding them toward best practices, and ensuring their ongoing success with Elliptic.
• 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.
• Monitor customer usage and health trends, identifying early warning signals for churn and implementing proactive actions to improve adoption or address barriers to success.
• Lead renewal cycles end-to-end, maintaining an accurate retention pipeline, forecasting risk, and negotiating commercial terms that align customer needs with Elliptic's business objectives.
• Identify and champion expansion opportunities, partnering with Product to position additional solutions that address emerging customer goals or new business lines.
• Run strategic business reviews and success discussions that demonstrate ROI, strengthen executive alignment, and reinforce Elliptic's value as a trusted long-term partner.
• Collaborate cross-functionally with Sales, Product, Solutions, and Marketing to share customer insights, influence roadmap decisions, and drive continuous improvement in the customer journey.
• Contribute to global customer success strategy, providing feedback on mid-market processes, tools, and programs to support scalable yet personalized engagement.

Requirements

• Proven experience in Customer Success, Account Management, or Renewals within a B2B SaaS environment, managing mid-market customers with complex workflows or integrations.
• Strong understanding of retention and renewal strategy, with a track record of forecasting pipelines accurately and mitigating churn risk.
• Demonstrated ability to identify and drive expansion opportunities, aligning customer goals with measurable business outcomes.
• Solid technical and product fluency, able to translate capabilities and insights into business value for customers.
• Experience conducting strategic business reviews and delivering executive-level presentations that tell a clear value story.
• Confidence using customer data, health scores, and analytics to identify trends, risks, and opportunities for growth.
• Excellent organizational skills with the ability to manage multiple projects, renewals, and stakeholder relationships concurrently.
• A commercial mindset, comfortable negotiating and balancing customer needs with company objectives.
• Experience working collaboratively in a global, cross-functional environment, contributing insights that shape regional and global strategy.

Qualifications

• Fluent in the use of AI-based productivity, customer engagement, and analytics tools to streamline operations and improve client outcomes.
• Proactive, organized, and self-directed, comfortable working autonomously while contributing to the evolution of our global playbooks.

Skills

• Strategic thinking and problem-solving abilities.
• Effective communication and relationship-building skills.
• Data analysis and interpretation skills.
• Collaboration and teamwork skills.
• Ability to handle high-pressure situations and meet tight deadlines.

Benefits

• Hybrid working: The option to work from almost anywhere for up to 90 days per year.
• Remote Work Budget: $650 budget to set up your home office space.
• Learning & Development L&D Budget: $1,000 annual Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.
• Vacation / Leave: 25 days of annual leave + US Public Holidays, Birthday Leave, Enhanced Parental Leave.
• Healthcare: Comprehensive medical, dental, and vision coverage through a range of providers (including Tufts, Kaiser, Aetna, UHC, and Blue Shield of CA) with generous premium contributions for you and your dependents.
• 401k: Company match included.
• Mental Health: Full access to Spill mental health support.

Pay

TBD

Schedule

TBD