Growth Customer Success Manager, Elliptic

• Have experience managing SaaS renewals and driving customer retention, with a proactive approach to engaging customers before renewal discussions
• Are commercially minded, comfortable negotiating contracts, and aligning customer needs with business objectives to drive positive outcomes
• Enjoy building strong relationships, understanding customer goals, and identifying opportunities for expansion within existing accounts
• 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 solutions-focused, with the ability to navigate complex negotiations and customer challenges with professionalism and resilience
• Have experience working across multiple global regions and time zones, managing multiple priorities effectively
• Experience working in Account Management, Renewals, or Customer Success within SaaS
• A strong track record of retaining customers and delivering high renewal rates
• The ability to forecast renewal pipelines accurately and manage revenue projections
• A data-driven mindset, using customer insights to anticipate risks and proactively implement retention strategies
• A collaborative approach, working closely with Sales, Account Management, and Customer Success teams to drive a seamless renewal experience
• Strong organisational skills, with experience managing renewals processes through CRM systems such as HubSpot
• A passion for delivering great customer experiences and ensuring long-term customer value

Desirable

• As a Growth CSM, you will be a key player in our global Customer Success team, responsible for driving customer retention and ensuring timely renewal of contracts
• You will work closely with customers across multiple regions (US, EMEA, and APAC) to maintain strong relationships, address their evolving needs, and maximise renewal rates
• Your primary objective will be to enhance customer lifetime value by engaging proactively with existing clients, negotiating renewals, and identifying opportunities for expansion
• You will collaborate cross-functionally to resolve any challenges, ensuring a seamless renewal experience that contributes to Elliptic’s growth
• Own and drive the renewals process for a designated customer portfolio across US, EMEA, and APAC time zones
• Maintain high customer retention rates by fostering strong relationships, understanding business needs, and addressing potential risks before renewal discussions
• 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
• Work closely with Customer Success, Product, and Support teams to ensure a seamless customer experience, resolving challenges that may impact retention
• Analyse customer usage and engagement data to identify risks of churn and proactively implement retention strategies
• Provide internal feedback on customer needs to inform the product roadmap and future business strategy
• Maintain accurate and up-to-date records of renewals, risks, and opportunities in CRM systems such as Salesforce