Operations Customer Success Manager

Operations Customer Success Manager

Department: AMCS

Employment Type: Full Time

Location: London, UK

Description Are you a proactive and customer-centric professional with experience in managing SaaS renewals? Are you looking for your next challenge in a dynamic and emerging market? If yes, we want to hear from you! The Impact You Will Have: As an Operations Customer Success Manager, you will be a key player in our global Customer Success team. You will be responsible for optimising systems, processes and tools that support the small to mid-size customers. You will analyse data, identify trends, implement triggers and automations to support their onboarding, adoption and retention. You will also be responsible for managing a book of business, working with customers globally to build relationships, address their evolving needs, and promote retention and growth. Your primary objective will be to build a low-touch and mostly automated customer journey on the back end for our small to mid-size customers, identify trends (like risk and expansions), mitigate and upsell as needed. This is an exciting opportunity for a technical, data driven and customer facing individual looking to make a tangible impact in a fast-growing and innovative technology sector, ensuring our customers continue to benefit from our blockchain analytics solutions.
Key Responsibilities What you'll do:

• Map out an automated customer journey for your segment of customers.
• Build and roll out the automation, triggers and alerts on the backend to drive efficiency and identify areas that need attention.
• Be the main point of contact for your customer base.
• Analyse customer usage and engagement data to identify risks of churn and proactively implement retention strategies.
• Maintain high customer retention rates of your customer base, by building relationships and promoting brand loyalty.
• Conduct calls with customers as needed, to mitigate risk or demo/upsell
• Forecast renewal pipeline and revenue, providing accurate financial projections for the business.
• Identify upsell and cross-sell opportunities, collaborating with the Account Management and Sales teams to drive expansion within existing accounts.
• Manage renewal negotiations and contract discussions, ensuring commercial terms align with customer requirements and Elliptic's objectives.

Skills, Knowledge and Expertise You will be a great fit here if you:

• Are technical, have an operations background and have worked closely with GTM teams and Customer Success in particular.
• Are comfortable being both behind the scenes but also on the front lines speaking with customers.
• Are commercially minded, comfortable negotiating contracts, and aligning customer needs with business objectives to drive positive outcomes.
• Have excellent communication skills and can confidently collaborate across teams, ensuring a smooth and seamless renewal process.
• Use data, automation, and tools to optimise workflows, identify trends, and enhance customer engagement.
• Thrive in a fast-paced, high-growth environment, where you can adapt to shifting priorities and continuously improve processes.
• Are data driven, resourceful and solutions-focused, with the ability to navigate complex negotiations and customer challenges with professionalism and resilience.
• You have experience working as part of a global team.

Our ideal candidate has:

• Excellent technical skills and a strong operational background, experience implementing automated frameworks relevant to the customer lifecycle.
• Experience working within an Account Management, Renewals, or Customer Success team within a SaaS.
• Comfortable with being customer facing, demoing products as needed.
• A data-driven mindset, using customer insights to anticipate risks and proactively implement retention strategies.
• A collaborative approach, working closely crossfunctionally to drive a seamless renewal experience.
• A passion for delivering great customer experiences and ensuring long-term customer value.

Bonus Points for:

• Knowledge or experience in AML, particularly within crypto or financial services.
• Familiarity with blockchain, Web3, or digital assets.
• An interest in public speaking and representing the company at industry events.

Benefits

• 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

• $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

• 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 and leave.

• 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
• £100 cryptocurrency for you!
• Cycle to Work Scheme