Regional Customer Excellence Manager på Stanley/Stella i Belgium (HQ)
Stanley/Stella · Belgium (HQ)
Regional Customer Excellence Manager
YOUR PURPOSE AT STANLEY/STELLA
As Regional Customer Excellence Manager, your mission is to lead, structure, and elevate the Customer Care & Inside Sales
organi...
YOUR PURPOSE AT STANLEY/STELLA
As Regional Customer Excellence Manager, your mission is to lead, structure, and elevate the Customer Care & Inside Sales
organisation across the BNL, Nordics, CEE, and UK markets, in close collaboration with the General Managers.
You play a central role in the Glocal Customer Excellence transformation, by bringing Customer Care and Inside Sales teams into
a coherent regional model strengthening proximity to the markets, accountability, and commercial alignment.
Beyond operational leadership, you contribute to building a high-performing, customer-centric and commercially driven
organisation, aligned with Stanley/Stella’s long-term ambitions.
In short: you turn customer operations into a real growth driver.
YOUR ROLE AND IMPACT
1. REGIONAL OPERATIONS LEADERSHIP
Lead and develop a regional Customer Excellence organisation of 10+ FTEs across Brussels and Birmingham
Drive sales performance, operational efficiency, team engagement, and service quality
Ensure strong alignment with regional priorities, customer expectations, and commercial objectives
Create a culture of ownership, accountability, and continuous improvement
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 APAC, you will manage 5 - 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 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 the APAC market
* 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
* Fluent in the use of AI‑based productivity, customer engagement, and analytics tools to streamline operations and improve
client and team outcomes
* Enjoy working with pace and energy, building team spirit and cultivating unity and commitment among the team
* Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working
Our ideal candidate has:
* Fluent in Mandarin
* 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
* 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
Job Benefits:
* Competitive salary
* Share Options
* Holiday - 25 days of annual leave in addition to Singapore Public Holidays
* Health insurance
* Personal training budget
* Laptop + equipment you need
* Home office allowance
* Full access to Spill Mental Health Support
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, 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
* Comfortable adopting AI tools to boost productivity, with a curiosity for new ways of working
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
JOB BENEFITS
> How we work:
* Hybrid working and the option to work from almost anywhere for up to 90 days per year
* £500 Remote working budget to set up your home office space
> 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!
* Full access to Spill Mental Health Support
* Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries
* Cycle to Work Scheme
