Totally
Operations & Customer Success Manager
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About Totally
Totally is a fast-growing global rewards technology platform helping enterprise businesses deliver gift cards, rewards, and payouts across international markets. As we continue to scale, we're looking for exceptional people who enjoy solving problems, improving processes, and helping build a business for the future.
This is an exciting opportunity to join a growing technology company where you'll work across multiple areas of the business, helping to deliver an outstanding customer experience while supporting the operational excellence required to scale internationally.
We're looking for a highly organised, commercially minded, and proactive Business Operations & Customer Success Manager to play a key role in supporting our customers and day-to-day business operations.
This is a varied, hands-on position that combines customer success, business operations, commercial reporting, project coordination, and process improvement. You'll work closely with teams across the business to ensure customers receive an exceptional experience while helping improve the systems, processes, and operational foundations that support our continued growth.
We're looking for someone who enjoys taking ownership, solving problems, and continuously improving the way things are done.
Key Responsibilities
Customer Success
- Build strong relationships with enterprise customers and act as a key operational point of contact.
- Coordinate customer onboarding and support ongoing account management activities.
- Ensure customer requests are resolved efficiently and professionally.
- Work closely with internal teams to deliver a consistently high level of customer service.
- Identify opportunities to improve the overall customer experience.
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Business Operations
- Support the day-to-day operational running of the business across multiple functions.
- Coordinate cross-functional projects and ensure actions are delivered on time.
- Develop and improve internal processes, documentation, and operational workflows.
- Support new product launches, supplier onboarding, and strategic business initiatives.
- Assist with operational compliance and continuous improvement activities.
Commercial Operations & Reporting
- Produce commercial reports, dashboards, and operational insights.
- Monitor business performance and identify opportunities to improve efficiency.
- Support pipeline reporting, forecasting, and management information.
- Analyse operational and customer data to support business decision-making.
Finance & Administration
- Support customer billing, invoicing, and account administration.
- Coordinate with Finance to ensure accurate reporting and timely payment collection.
- Assist with revenue reconciliation and operational reporting.
- Help maintain accurate operational and customer records.
Marketing & Communications
- Coordinate customer communications, product updates, and service announcements.
- Support delivery of customer campaigns and marketing initiatives.
- Assist with the creation of customer success stories and business communications.
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What We're Looking For
Essential
- Experience in Business Operations, Customer Success, Commercial Operations, or Project Management.
- Strong organisational and project coordination skills.
- Excellent written and verbal communication skills.
- Commercial awareness with the ability to analyse data and identify opportunities.
- Comfortable managing multiple priorities in a fast-paced environment.
- Strong attention to detail and a proactive approach to problem-solving.
- Confident using AI to improve productivity, automate workflows, and support decision-making.
Desirable
- Experience working with enterprise customers.
- Experience using CRM platforms such as HubSpot.
- Experience working with accounting software such as Xero or QuickBooks.
- Exposure to compliance frameworks such as ISO 27001 or similar.
Personal Attributes
We're looking for someone who:
- Takes ownership and enjoys making things happen.
- Is highly organised and detail-oriented.
- Thinks commercially and enjoys solving problems.
- Builds strong relationships with customers and colleagues.
- Enjoys improving processes and finding smarter ways of working.
- Is naturally curious and embraces technology and AI.
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