Operations Customer Success Manager

Elliptic; London; Hybrid; GBP 45,000 - 80,000; Full time

Job summary

Ein dynamisches Unternehmen im Bereich Blockchain-Analytik sucht einen Operations Customer Success Manager, der die Kundenreise für kleine bis mittelgroße Unternehmen optimiert. In dieser spannenden Rolle sind Sie für die Automatisierung von Prozessen, das Management von Kundenbeziehungen und die Analyse von Daten verantwortlich. Sie werden in einem innovativen und schnell wachsenden Markt arbeiten, in dem Ihre Fähigkeiten zur Verbesserung der Kundenbindung und zur Förderung des Wachstums entscheidend sind. Wenn Sie eine Leidenschaft für Kundenservice und technologische Lösungen haben, ist dies die perfekte Gelegenheit für Sie.

Benefits

Hybrid-Arbeitsmodell

Remote-Arbeitsbudget von GBP 500

USD 1,000 für berufliche Entwicklung

25 Tage Urlaub plus Feiertage

Zusätzlicher Urlaubstag für den Geburtstag

16 Wochen bezahlter Elternurlaub

Private Krankenversicherung

Zugang zu mentaler Gesundheitsunterstützung

Lebensversicherung (4x Gehalt)

GBP 100 in Kryptowährung

Qualifications

• Technischer Hintergrund und operative Erfahrung in der Kundenbetreuung.
• Erfahrung in der SaaS-Branche, insbesondere im Account Management.

Responsibilities

• Optimierung von Systemen und Prozessen zur Unterstützung von Kunden.
• Analyse von Kundendaten zur Identifizierung von Risiken und Chancen.

Skills

Technisches Verständnis

Datenanalyse

Kundenbeziehungsmanagement

Automatisierung

Verhandlungsgeschick

Kommunikationsfähigkeiten

Education

Bachelorabschluss

Erfahrung in SaaS

Tools

CRM-Software

Datenanalysetools

Job description

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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 small to mid-size customers. You will analyse data, identify trends, and implement triggers and automations to support onboarding, adoption, and retention. You will also manage a book of business, working with customers globally to build relationships, address their evolving needs, and promote retention and growth.

Your primary objective is to build a low-touch, mostly automated customer journey for our small to mid-size customers, identify trends such as risk and expansion, and mitigate risks while upselling 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 benefit from our blockchain analytics solutions.

Key Responsibilities

• Map out an automated customer journey for your segment of customers.
• Build and implement automation, triggers, and alerts on the backend to drive efficiency and identify areas needing attention.
• Serve as 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 by building relationships and promoting brand loyalty.
• Conduct calls with customers as needed to mitigate risks or for demos/upsell opportunities.
• Forecast renewal pipelines and revenue, providing accurate financial projections.
• Identify upsell and cross-sell opportunities, collaborating with Account Management and Sales teams to drive expansion.
• Manage renewal negotiations and contract discussions, ensuring alignment with customer needs and company objectives.

Skills, Knowledge, and Expertise

You will be a great fit if you:

• Have a technical background, operational experience, and have worked closely with GTM teams, especially Customer Success.
• Are comfortable working behind the scenes and engaging directly with customers.
• Are commercially minded, adept at negotiating contracts, and aligning customer needs with business goals.
• Possess excellent communication skills and can collaborate effectively across teams.
• Utilise data, automation, and tools to optimise workflows and enhance customer engagement.
• Thrive in a fast-paced, high-growth environment, adapting to shifting priorities and continuously improving processes.
• Are resourceful, solutions-focused, and capable of navigating complex negotiations and customer challenges professionally.
• Have experience working as part of a global team.

Our ideal candidate has:

• Strong technical skills and operational experience, especially in implementing automated customer lifecycle frameworks.
• Experience within SaaS, particularly in Account Management, Renewals, or Customer Success teams.
• Comfortable with customer-facing activities and product demos.
• A data-driven approach, using insights to anticipate risks and proactively retain customers.
• A collaborative attitude, working cross-functionally to ensure seamless renewal processes.
• A passion for delivering excellent customer experiences and long-term value.

Bonus Points for:

• Knowledge or experience in AML, especially 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

How we work:

• Hybrid working with options to work from almost anywhere for up to 90 days per year.
• GBP 500 remote working budget for setting up your home office.

Learning & Development:

• $1,000 budget for professional growth activities, approved by your manager.

Vacation/Leave:

• 25 days of annual leave plus bank holidays.
• An additional day off for your birthday.
• Enhanced parental leave: 16 weeks fully paid, available to all eligible employees regardless of gender or parental status.

Additional Benefits:

• Private Health Insurance (Vitality).
• Access to Spill Mental Health Support.
• Life Assurance (4x salary).
• GBP 100 in cryptocurrency.
• Cycle to Work Scheme.