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.
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.
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.
> 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
