Mid-Market Customer Success Manager
Core
Strategic Customer Success Manager for mid-market accounts in the Americas, focusing on retention, risk mitigation, and expansion for a crypto compliance SaaS platform.
Role type
Mid-market Customer Success Manager (Strategic IC)
Builds
Customer retention, adoption, and expansion within the cryptocurrency and financial compliance ecosystem.
Domain
Fintech / Cryptocurrency / Compliance (AML)
Required skills
Strategic account management, churn risk mitigation, renewal negotiation, stakeholder management, business review facilitation, cross-functional collaboration, data-driven insights, commercial mindset, SaaS lifecycle management.
Preferred skills
Spanish language proficiency, AML knowledge, blockchain/Web3 familiarity, public speaking.
Technologies
AI-based productivity and analytics tools.
Responsibilities
Own health, retention, and expansion pipeline for mid-market portfolio; serve as strategic point of contact for in-region customers; develop structured account plans; monitor usage trends and proactively address churn risks; lead end-to-end renewal cycles; identify and champion expansion opportunities; run strategic business reviews to demonstrate ROI; collaborate cross-functionally to influence roadmap and customer journey.
Seniority
Mid-level, hands-on IC with strategic focus.