Operations Customer Success Manager

TN United Kingdom; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a proactive Operations Customer Success Manager to enhance customer journeys and drive retention. This role involves optimizing systems and processes for small to mid-size customers, analyzing data to identify trends, and implementing automation for a seamless experience. The ideal candidate will have a technical background, excellent communication skills, and a passion for delivering exceptional customer service. Join a dynamic team that values innovation and strives to create a supportive ecosystem for digital assets.

Benefits

Remote working setup budget (£500)

Learning & Development budget ($1,000)

25 days holidays + bank holidays

Enhanced parental leave (16 weeks fully paid)

Private Health Insurance

Life Assurance (4x salary coverage)

Cryptocurrency bonus (£100)

Cycle to Work Scheme

Qualifications

• Experience in managing SaaS renewals and customer success.
• Strong technical skills in automated customer lifecycle frameworks.

Responsibilities

• Map out an automated customer journey for your segment.
• Analyze customer usage data to identify churn risks.

Skills

Customer Relationship Management

Data Analysis

Negotiation Skills

Automation Tools

Technical Background

Communication Skills

Problem Solving

Collaboration

Tools

CRM Software

Data Visualization Tools

Job description

The job description is comprehensive and well-structured, but it can benefit from improved formatting for better readability and engagement. I will organize it using appropriate HTML tags, ensuring clarity and focus on the essential information.

Below is the refined version:

Operations Customer Success Manager, London

Client: Elliptic

Location: London, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 86f2c5617ae0

Job Views: 6

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job 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. Your tasks include analyzing data, identifying trends, implementing triggers and automations to support onboarding, adoption, and retention. You will manage a portfolio of customers globally, building relationships, addressing their evolving needs, and promoting retention and growth.

Your primary objective is to create a low-touch, mostly automated customer journey, identify trends (like risk and expansion), mitigate issues, and upsell as needed.

Key Responsibilities

• Map out an automated customer journey for your segment.
• Build and implement automation, triggers, and alerts to enhance efficiency and identify areas for improvement.
• Serve as the main contact for your customer base.
• Analyze customer usage and engagement data to identify churn risks and proactively apply retention strategies.
• Maintain high customer retention by building relationships and fostering brand loyalty.
• Conduct calls with customers as needed to mitigate risks or demonstrate/upsell products.
• Forecast renewal pipeline and revenue, providing accurate financial projections.
• Identify upsell and cross-sell opportunities, collaborating with sales and account management teams.
• Manage renewal negotiations and contracts, ensuring alignment with customer needs and company objectives.

Skills, Knowledge, and Expertise

You will be a great fit if you:

• Have a technical background with operational experience and have worked closely with GTM and Customer Success teams.
• Are comfortable working behind the scenes and engaging directly with customers.
• Are commercially minded, skilled in negotiations, and able to align customer needs with business goals.
• Have excellent communication skills and can collaborate effectively across teams.
• Use data, automation, and tools to optimize workflows and customer engagement.
• Thrive in a fast-paced, high-growth environment, adapting to shifting priorities.
• Are resourceful, solutions-focused, and capable of navigating complex negotiations and challenges with professionalism.
• Have experience working in a global team environment.

Our ideal candidate has:

• Strong technical skills and operational experience in automated customer lifecycle frameworks.
• Experience in SaaS within Account Management, Renewals, or Customer Success teams.
• Comfortable with customer-facing activities and product demos.
• A data-driven mindset to anticipate risks and implement retention strategies.
• A collaborative approach 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 in crypto or financial services.
• Familiarity with blockchain, Web3, or digital assets.
• Interest in public speaking and representing the company at industry events.

How We Work

• Hybrid working with options to work from almost anywhere for up to 90 days/year.
• £500 remote working setup budget.
• $1,000 Learning & Development budget.
• Holidays: 25 days + bank holidays, plus an extra day for your birthday.
• Enhanced parental leave: 16 weeks fully paid, regardless of gender or parental status.
• Private Health Insurance (Vitality!), full access to Spill Mental Health Support.
• Life Assurance: 4x salary coverage.
• £100 cryptocurrency bonus.
• Cycle to Work Scheme.

At Elliptic, we believe in the future of cryptocurrency and are committed to building a safe and accessible ecosystem. Our solutions help prevent financial crime and support the legitimate use of digital assets. Join us to be part of this exciting journey.