Regional Manager, Customer Success
8.0/10
Elliptic
Not specified
Remote
mid
about 4 hours ago
cryptofintechtechweb3Customer SuccessSaaSBlockchainAnalyticsLeadership
AI Summary
The vacancy is well-structured with clear responsibilities and requirements, but lacks specific compensation details.
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Description
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
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
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
Requirements
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
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