Customer Success Manager | Defence & Government in London

As digital assets and cryptocurrency become more widely adopted every day, our products are essential to ensure cryptocurrency is safe and accessible to all. Our solutions help to prevent financial crime and allow cryptocurrencies to be used for good. Our products are used by some of the world’s leading cryptocurrency exchanges, financial institutions and government agencies to screen over $1 billion of transactions every single week.

Elliptic is backed by some of the top VCs: SBI Group, Albion VC, Octopus Ventures, SignalFire, Paladin Capital, Santander InnoVentures, and Digital Currency Group, and we have grown globally with teams in the UK, USA, Singapore and Tokyo. We encourage new ideas and learning, whether that’s through collaboration, our curiosity sessions, or utilising your professional development budget - personal growth is important to us all.

Are you a proactive and customer-centric professional with experience in managing SaaS renewals? The Impact You Will Have:

As a Customer Success Manager for the Government and Public Sector segment, you will play a critical role in driving the success of a portfolio of UK government, law enforcement, and intelligence agency customers. These mission‑critical accounts operate in complex regulatory, security, and procurement environments and require strategic partnership, precision, and trust.

Your focus will be on driving adoption, value realization, retention, and expansion - partnering closely with the Account Executive to help customers achieve their operational outcomes while navigating sensitive and highly structured environments. This role brings together strategy, relationship management, and product expertise.

In a typical week, you might lead a strategic business review with a national law enforcement agency, collaborate with Product to refine workflows that support pressing compliance objectives, or shape a tailored renewal and expansion plan that reinforces Elliptic’s position as a long‑term, trusted partner to government.

Through thoughtful engagement, data‑driven insights, and proactive stakeholder management, you will ensure each customer not only renews but continues to grow with Elliptic — broadening adoption, strengthening integration, and becoming strong advocates for our mission to make the crypto ecosystem safer and more transparent for all.

What you’ll do:

• Own customer outcomes for a defined portfolio of UK and EMEA government and public sector customers, managing relationships from onboarding through renewal and expansion.
• Serve as the primary strategic point of contact across each account, fostering trust with operational users, leadership, procurement, and security stakeholders.
• Drive adoption and value realization by developing tailored success plans, leading service and strategy reviews, and aligning Elliptic’s capabilities to each agency’s mission and compliance objectives.
• Monitor account health and engagement trends, identifying early indicators of risk or opportunity and taking timely, proactive action to safeguard renewals and encourage growth.
• Collaborate closely with Sales, Product, Engineering, and Support to resolve issues, communicate roadmap context, and advocate for the unique needs of government partners.
• Coordinate secure communications and documentation in accordance with customer and internal policies, maintaining the highest standards of reliability and responsiveness.
• Build and maintain structured account intelligence, tracking usage, measurable outcomes, stakeholder movements, and next actions to ensure alignment and transparency.
• Represent the voice of the government customer internally—providing insights that guide product evolution, policy decisions, and service delivery for public sector use cases.
• Contribute to the ongoing refinement of Elliptic’s government customer‑success strategy, sharing lessons learned and best practices to strengthen engagement across this critical segment.

Required Qualifications:

• British citizen (due to security requirements for UK Government work).
• Demonstrated experience working with public sector customers, including managing complex stakeholder groups and navigating formal procurement and contracting processes.
• Background in or strong understanding of public sector operations - experience working directly within government is strongly preferred.
• Proven success managing and growing strategic accounts in Customer Success, Account Management, or an equivalent customer‑facing role.
• Comfort collaborating with law enforcement and intelligence agency customers (directly or via partners), exercising appropriate discretion, diplomacy, and professionalism.
• Strong organizational and prioritization skills, capable of managing multiple high‑value accounts and deadlines while maintaining attention to detail and thorough follow‑through.

Our Ideal Candidate Has:

• Active UK Security Check (SC) clearance, or the ability and willingness to obtain it.
• Direct experience supporting customers who work with analytics, investigations, risk, compliance, or intelligence workflows.
• A background in regulated or high‑security environments such as government, defense, critical infrastructure, or financial crime, with an understanding of the expectations for security, discretion, and delivery.
• Experience developing and executing success plans based on usage data and measurable outcomes to drive adoption and continuous improvement.
• Strong collaboration skills, working effectively with Sales on account growth strategies and with Product, Support, and Engineering to deliver seamless issue resolution and value realization.
• Experience working directly with law enforcement, intelligence, or national security agencies, especially in data or compliance‑driven programs.
• Familiarity with public procurement frameworks and contracting processes, such as G‑Cloud and typical government buying cycles.
• Hands‑on experience navigating security accreditation or assurance processes within classified or restricted networks.
• Understanding of financial crime prevention, blockchain analytics, or cryptocurrency risk management use cases.
• Demonstrated success in building multi‑stakeholder account plans, incorporating operational, technical, and executive sponsors within complex government structures.
• Knowledge of public‑sector compliance frameworks such as ISO 27001 or NCSC guidelines, and government security standards or classification levels.
• Deep awareness of data sensitivity, privacy, and information governance best practices in high‑security environments.

We know Diversity and Inclusion is much deeper than just hiring, but it’s important for us to mention it here. We believe our diverse team of individuals underpins this by bringing creative thinking and innovation to Elliptic every day.

Hybrid working and the option to work from almost anywhere for up to 90 days per year.

Learning & Development:

$1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development.

Vacation/ Leave:

Holidays: 25 days of annual leave + bank holidays. An extra day for your birthday. Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave.

Benefits:

Private Health Insurance - we use Vitality!