Client Success & Product Operations Manager

About Elelem AI

Elelem AI helps organisations implement practical AI solutions that improve productivity, automate processes and create measurable business value.

We work closely with our clients to understand their needs, develop tailored solutions and ensure successful adoption of AI technologies.

As we continue to grow, we are looking for a Client Success & Product Operations Manager who can help ensure our clients achieve successful outcomes while also supporting product quality and continuous improvement.

This is a highly client-facing role and a critical position within the company.

You will regularly interact with clients, represent Elelem in meetings and communications, and play an important role in maintaining client satisfaction, trust and long-term relationships.

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The Role

This is a hybrid role combining:

* Client Success
* Product Operations
* Quality Assurance
* Project Coordination

You will act as the bridge between our clients, founder and development team.

Your role is to ensure clients are happy, informed and achieving value from our solutions, while also ensuring our products are tested, reliable and continuously improving.

You will often be the face of Elelem to our clients and will be trusted to manage relationships professionally and confidently.

This is not a traditional customer service role. We are looking for someone who can build strong relationships, manage stakeholders, identify problems early and take ownership of delivering excellent outcomes.

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Key Responsibilities

Client Success & Relationship Management

* Build strong relationships with client stakeholders
* Act as a trusted day-to-day point of contact
* Lead regular client meetings and check-ins
* Understand client goals, priorities and challenges
* Ensure client requests are followed up promptly
* Manage expectations professionally
* Identify risks to client satisfaction before they become problems
* Ensure clients feel informed, supported and valued
* Identify opportunities to improve client outcomes and engagement

Client Support & Issue Resolution

* Respond to client questions and requests professionally and promptly
* Investigate issues and coordinate solutions
* Escalate technical problems appropriately
* Track issues through to resolution
* Ensure clients receive regular updates on progress
* Take ownership of client concerns until successfully resolved

Product Testing & Quality Assurance

* Test platform functionality before releases
* Validate new features and workflows
* Reproduce reported bugs
* Document issues clearly for developers
* Verify fixes once implemented
* Create and maintain testing procedures
* Ensure solutions meet client requirements before deployment

Product Operations

* Gather client feedback and feature requests
* Identify recurring themes and opportunities for improvement
* Help prioritise product enhancements
* Document requirements and user feedback
* Support release planning and communication
* Assist with onboarding and training activities

Internal Coordination

* Work closely with developers and leadership
* Ensure priorities are clearly communicated
* Track actions and deadlines
* Help maintain visibility across projects
* Ensure commitments made to clients are delivered

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What Success Looks Like

After 3 Months

* Clients know and trust you
* Client requests are handled promptly and professionally
* Product testing processes are established
* Feedback is being captured consistently
* Communication between clients and the team is improving

After 6 Months

* High levels of client satisfaction
* Fewer issues reaching production
* Improved communication between clients and developers
* Better visibility of product priorities
* Founder spending significantly less time managing client issues

After 12 Months

* Clients view Elelem as highly responsive and reliable
* Product quality has improved significantly
* Strong client retention and expansion opportunities
* Clear feedback loops between clients and development
* You are a trusted operational leader within the business

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Essential Requirements

* Exceptional written and spoken English
* Experience in a client-facing role
* Experience managing business customers or stakeholders
* Experience leading client meetings and discussions
* Excellent email communication skills
* Strong relationship-building abilities
* Ability to communicate confidently with senior stakeholders
* Strong organisational and problem-solving skills
* High attention to detail
* Ability to manage multiple priorities simultaneously
* Ability to work independently and take ownership

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Strongly Preferred

* Experience working with UK, US, Australian or European clients
* Experience within SaaS, software, AI or technology businesses
* Experience in Customer Success
* Experience in Product Operations
* Experience in Quality Assurance or Software Testing
* Experience in Project Coordination
* Experience with HubSpot, Jira, Notion, ClickUp or similar tools

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Please Do Not Apply Unless

* You are comfortable speaking directly with clients on video calls
* You have experience communicating professionally with business customers by email
* You can write clear, concise and professional English without assistance
* You are confident representing a company in front of clients
* You enjoy building relationships and helping customers succeed

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Who Will Thrive In This Role

You will do well if you are:

* Professional and client-focused
* Calm under pressure
* Naturally organised
* Proactive and dependable
* Curious and detail-oriented
* Comfortable taking ownership
* Passionate about delivering excellent customer experiences

We are looking for someone who notices problems before others do and takes action to resolve them.

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What We Value

At Elelem AI, we value:

* Ownership
* Professionalism
* Reliability
* Clear communication
* Continuous improvement
* Initiative
* Customer focus

We care far more about attitude, judgement and execution than formal qualifications.

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Application Requirements

Please provide:

1. A short introduction about yourself
2. A summary of your relevant experience
3. Examples of client-facing roles you have held
4. Examples of how you improved a customer experience or process
5. Experience with software products, SaaS platforms or technology businesses
6. A 2–3 minute Loom video introducing yourself and explaining why you would be a good fit

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Screening Question

One of our largest clients emails to say they are frustrated because a key workflow is not working correctly. They have copied senior stakeholders into the email and are questioning whether the platform is reliable.

Draft the email you would send back within the first 30 minutes.

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Compensation

Competitive and based on experience.

We are looking for an exceptional candidate and are willing to pay above-market rates for the right person.