Operations Customer Success Manager

Elliptic Enterprises Ltd.; London; Hybrid; GBP 45,000 - 75,000; Full time

Job summary

An innovative firm is seeking a proactive Operations Customer Success Manager to enhance customer journeys through data-driven strategies and automation. This role involves optimizing systems for small to mid-size customers, ensuring their onboarding and retention through effective relationship management. The ideal candidate will thrive in a dynamic environment, leveraging technical skills to drive customer success and satisfaction. Join a forward-thinking company that values customer experience and offers a collaborative culture, where your contributions will significantly impact the growth and success of clients in the blockchain analytics sector.

Benefits

Hybrid working options

Remote working budget

Learning & Development budget

25 days annual leave

Extra day for birthday

Enhanced parental leave

Private Health Insurance

Mental Health Support

Life Assurance

Cycle to Work Scheme

Qualifications

• Experience in managing SaaS renewals and customer success.
• Strong technical skills with a focus on automation and data-driven strategies.

Responsibilities

• Optimize customer journeys through automation and data analysis.
• Build relationships to ensure high customer retention and satisfaction.

Skills

Customer Success Management

Data Analysis

Negotiation Skills

Automation Tools

Communication Skills

Operations Management

Education

Bachelor's Degree

Experience in SaaS

Tools

CRM Software

Data Analytics Tools

Job description

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

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