Regional Manager (Customer Success) in London

Are you an experienced Customer Success leader ready to take our global customer relationships to the next level? Do you have experience in managing global and high-performing teams that deliver measurable outcomes and exceptional experiences as a player-coach? If so, we’d love to hear from you!

The impact you will have:

As the Regional Manager of Customer Success for EMEA & APAC, you will manage 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.

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 EMEA and APAC.
• 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.

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.
• Take a data-driven approach to decision-making, using customer and business metrics to inform strategy.
• Are comfortable navigating cultural and operational differences across EMEA and APAC markets.
• 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.

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.
• Proven experience managing customers and teams across multiple regions (EMEA & APAC preferred).
• 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.

Bonus Points for:

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

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.