Growth Customer Success Manager

Elliptic; London; Hybrid; GBP 40,000 - 80,000; Full time

Job description

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Growth Customer Success Manager

Department: AMCS

Employment Type: Full Time

Location: London, UK

Reporting To: Vladi Shlesman

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 a Growth CSM, you will be a key player in our global Customer Success team, responsible for driving customer retention and ensuring timely renewal of contracts. You will work closely with customers across multiple regions (US, EMEA, and APAC) to maintain strong relationships, address their evolving needs, and maximise renewal rates.

Your primary objective will be to enhance customer lifetime value by engaging proactively with existing clients, negotiating renewals, and identifying opportunities for expansion. You will collaborate cross-functionally to resolve any challenges, ensuring a seamless renewal experience that contributes to Elliptic's growth.

This is an exciting opportunity for a results-driven 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:

1. Own and drive the renewals process for a designated customer portfolio across US, EMEA, and APAC time zones.
2. Maintain high customer retention rates by fostering strong relationships, understanding business needs, and addressing potential risks before renewal discussions.
3. Forecast renewal pipeline and revenue, providing accurate financial projections for the business.
4. Identify upsell and cross-sell opportunities, collaborating with the Account Management and Sales teams to drive expansion within existing accounts.
5. Manage renewal negotiations and contract discussions, ensuring commercial terms align with customer requirements and Elliptic's objectives.
6. Work closely with Customer Success, Product, and Support teams to ensure a seamless customer experience, resolving challenges that may impact retention.
7. Analyse customer usage and engagement data to identify risks of churn and proactively implement retention strategies.
8. Provide internal feedback on customer needs to inform the product roadmap and future business strategy.
9. Maintain accurate and up-to-date records of renewals, risks, and opportunities in CRM systems such as Salesforce.

Skills, Knowledge & Expertise

You will be a great fit here if you:

1. Have experience managing SaaS renewals and driving customer retention, with a proactive approach to engaging customers before renewal discussions.
2. Are commercially minded, comfortable negotiating contracts, and aligning customer needs with business objectives to drive positive outcomes.
3. Enjoy building strong relationships, understanding customer goals, and identifying opportunities for expansion within existing accounts.
4. Have excellent communication skills and can confidently collaborate across teams, ensuring a smooth and seamless renewal process.
5. Use data, automation, and tools to optimise workflows, identify trends, and enhance customer engagement.
6. Thrive in a fast-paced, high-growth environment, where you can adapt to shifting priorities and continuously improve processes.
7. Are solutions-focused, with the ability to navigate complex negotiations and customer challenges with professionalism and resilience.
8. Have experience working across multiple global regions and time zones, managing multiple priorities effectively.

Our ideal candidate has:

1. Experience working in Account Management, Renewals, or Customer Success within SaaS.
2. A strong track record of retaining customers and delivering high renewal rates.
3. The ability to forecast renewal pipelines accurately and manage revenue projections.
4. A data-driven mindset, using customer insights to anticipate risks and proactively implement retention strategies.
5. A collaborative approach, working closely with Sales, Account Management, and Customer Success teams to drive a seamless renewal experience.
6. Strong organisational skills, with experience managing renewals processes through CRM systems such as HubSpot.
7. A passion for delivering great customer experiences and ensuring long-term customer value.

Bonus Points for:

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

Job Benefits

> How we work:

1. Hybrid working and the option to work from almost anywhere for up to 90 days per year
2. GBP 500 Remote working budget to set up your home office space

> Learning & Development:

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

> Vacation/ Leave:

1. Holidays: 25 days of annual leave + bank holidays
2. An extra day for your birthday
3. 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.

> Benefits:

1. Private Health Insurance - we use Vitality!
2. Full access to Spill Mental Health Support
3. Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries
4. GBP 100 cryptocurrency for you!
5. Cycle to Work Scheme