Customer Success Manager enhancing customer success using Elliptic blockchain analytics solutions. Onboarding clients and driving satisfaction in the APAC region with a focus on account retention and upsell targets.
About the role
- Customer Success Manager (CSM) managing relationships with French-speaking customers across EMEA and North America. Overseeing customer lifecycle and ensuring successful adoption of the platform.
Responsibilities
- Own the post-sale customer lifecycle, including onboarding, adoption, and long-term success
- Lead onboarding engagements and ensure customers achieve agreed success outcomes
- Build trusted relationships with champions, technical stakeholders, and decision-makers
- Act as the customer’s advocate internally while representing company strategy externally
- Drive retention and expansion within your portfolio of accounts
- Lead upsells where the champion and economic buyer remain the same
- Identify expansion opportunities across business units and partner with AEs to pursue them
- Monitor account health, risks, and usage trends and take proactive action
- Partner closely with AEs and SAs as part of a single account team
- Support pre-sales technical validation when needed to ensure smooth handoffs
- Coordinate with Product, Support, and Engineering to resolve issues and influence roadmap
- Ensure all customer communications remain aligned and well-coordinated
- Educate customers on best practices and new capabilities
- Lead regular check-ins, success reviews, and executive touchpoints
- Capture customer feedback, success stories, and references
Requirements
- Fluency in English and French required (full professional proficiency with the ability to communicate complex technical concepts clearly in both languages)
- 3–7+ years of experience in Customer Success, Account Management, or Technical Account Management
- Experience managing mid-market to enterprise B2B SaaS customers
- Strong ability to manage complex stakeholder environments
- Comfortable working cross-functionally with Sales and technical teams
- Excellent communication, organization, and prioritization skills
- Experience with data infrastructure, streaming, DevOps, or developer tools (Preferred)
- Familiarity with Kafka, cloud platforms, or distributed systems (Preferred)
- Experience supporting customers across EMEA and North America (Preferred)
- Proven track record of driving renewals and expansions (Preferred)
Benefits
- Stock options
- Unlimited PTO + 10 public holidays
- Top-tier private health insurance package
- Learning and development allowance
- Employee referral program
- ClassPass membership
- Company-wide events and team socials
- Gifts at tenure milestones
- Our office is dog friendly!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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