Director of Customer Success
Elliptic
Customer Service, Sales & Business Development
New York, NY, USA
Posted on Jan 28, 2025
Do you want to be part of the future of value transfer? Are you excited about solving problems that have never been solved before? Are you passionate about putting customers at the heart of everything you do? Are you looking for a values-led company that cares deeply about the growth of its employees while relentlessly prioritizing the needs and success of its customers?
The impact you will have:
The Director of Customer Success will lead and manage the Customer Success team, developing and executing strategies to maximize customer satisfaction, retention, and expansion. This role is pivotal in ensuring that our clients achieve maximum value from our solutions. By effectively driving customer success initiatives, you will be directly responsible for the company's largest revenue stream, contributing significantly to high retention, customer satisfaction, and overall revenue growth.
- Department
- AMCS
- Employment Type
- Full Time
- Location
- New York, NY
- Workplace type
- Fully remote
Key Responsibilities
What you will do:
- Develop and implement customer success strategies focused on driving customer adoption, retention, and expansion.
- Lead and mentor a team of Customer Success Managers (CSMs) and other customer success professionals, providing guidance on account management, onboarding, and customer retention.
- Collaborate with cross-functional teams, including sales, product, and marketing, to ensure alignment on customer needs and business objectives.
- Identify and drive upsell, cross-sell, and expansion opportunities within the existing customer base.
- Act as the voice of the customer within the company, ensuring customer needs and feedback are communicated across product, sales, and marketing teams.
- Implement scalable processes and systems for customer success, including onboarding, training, and ongoing account management.
- Monitor key performance indicators (KPIs) related to customer success, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Lifetime Value (CLTV), Net Revenue Retention (NRR), and Customer Churn Rate.
- Develop and execute strategies to reduce customer churn, including identifying at-risk accounts and implementing proactive retention initiatives.
- Manage key business metrics such as Gross Dollar Retention (GDR) and Net Dollar Retention (NDR) to ensure overall customer success and revenue growth.
- Leverage customer success automation tools to efficiently manage high volumes of low-value customers, while ensuring personalized attention for high-value customers.
What you will achieve in the first 6 months:
Improve Data Quality and Analysis:
- Ensure the accuracy and completeness of customer data in CRM and other systems.
- Utilize data-driven insights to inform customer success strategies and initiatives.
Implement Digital Customer Success experience for small customers
Skills, Knowledge and Expertise
Our ideal candidate has:
- Proven experience driving customer retention, satisfaction, and revenue growth in a B2B SaaS environment.
- Demonstrated ability to manage both high-volume, low-value customers and high-value customers.
- Strong expertise in customer success automation tools.
- Successful track record of developing and executing churn reduction strategies.
- Experience managing key business metrics like Gross Dollar Retention (GDR) and Net Dollar Retention (NDR).
- Excellent leadership, communication, and relationship-building skills.
Benefits
- You’ll be paid a competitive salary, along with Share Options
- As well as a work pension scheme, enhanced parental leave, and 25 days holiday, you’ll also get a day off to celebrate your birthday!
- We take your physical and mental health seriously - that’s why we provide private healthcare and access to Spill Mental Health Support, as well as a $500 work-from-home budget to make that home office extra comfy
- Your personal development is important to us, so you’ll have a $1000 annual budget to use, not just on professional qualifications, but on anything that pushes you towards your goals.
About Elliptic
At Elliptic, we believe cryptocurrency will play a huge role in the future of value transfer, and we care deeply about helping to build this future. As digital assets and cryptocurrency become more widely adopted, our products are essential to ensure cryptocurrency is safe and accessible to all.
Elliptic’s blockchain analytics solutions help prevent financial crime and allow cryptocurrencies to be used for good. The company is the global leader in detecting, preventing, and pursuing criminal activity in cryptocurrencies. Our products are used by some of the world’s most highly regulated banks and financial institutions, leading cryptocurrency exchanges, and government agencies to screen over $1 billion of transactions every single week.
The company has offices in London (Global HQ), New York City, and Singapore. We are backed by leading institutions including Evolution Equity Partners, SoftBank, SBI Group, Albion VC, Octopus Ventures, SignalFire, Wells Fargo, JP Morgan, Paladin Capital, Santander InnoVentures, and Digital Currency Group.
To achieve our mission, we depend on our incredible team of Elliptites. Our values are reflected in everything we do and in every decision we make, both internally and outwardly to our customers. We actively encourage Elliptities to challenge the status quo and allow the freedom to innovate and learn everyday. We encourage new ideas and learning, whether that’s through collaboration, our curiosity sessions, or utilising your professional development budget - the team’s personal growth is key to our success.
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