Manager Operation jobs in Canada

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Department: AMCS

Employment Type: Full Time

Location: London, UK

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!

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.

• 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.

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.

• 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.

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

• 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.

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