Job Purpose
Bringing previous experience and incorporating industry best practices, our Customer Success Managers (CSM) are responsible for partnering with our clients to ensure the continued value realization of our product, thereby influencing client retention, satisfaction rates, revenue growth, external advocacy participation, and continued product adoption. An effective CSM will independently partner with multiple stakeholders across our Unily business and that of the client. The successful candidate will have a perfect blend of relationship management and commercial acumen. The candidate is structured, focused, flexible, and confident in sharing their knowledge and experience with the broader team. They understand how to act as the customer advocate internally, while also positively representing Unily within the customer business.
Responsibilities
- Be the primary point of contact for designated portfolio of customers across varied sectors and industries, establishing a trusted advisor relationship and acting as the customer advocate into the business.
- Working with customers to establish critical goals, or other key performance indicators that can be measured to determine success.
- Help customers to achieve success and increase adoption by understanding their vision and advising how the Unily platform can be leveraged to meet their requirements.
- Use analytics data and other measurement tools to understand where usage of the product can be improved and work with customers to implement change.
- Conduct regular business reviews post product implementation with client stakeholders to ensure return on investment is being achieved and platform objectives are evolving in line with business requirements.
- Recognize, address, and escalate customer needs/issues cross‑departmentally to ensure a quick resolution.
- Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal.
- Prepare and educate customers on new features and releases and support the implementation of these.
- Maintain a deep understanding of the product, keeping up to date as it continuously evolves.
Qualifications
- 5+ years experience in a Customer Success Management, Account Management or Partnership Management role.
- Experience in managing a portfolio of £2m plus ARR.
- Experience in managing large multinational organisations with 15,000 plus employees.
- Experience working in a SaaS environment.
- Experience working with digital workplace platforms either as a manager or end user e.g. Jive, Interact, Jostle.
- Experience in using customer success tools such as Planhat, Salesforce, Gong, Microsoft office and Miro.
- Experience within a fast‑paced, dynamic and entrepreneurial company.
Required Attributes
- Excellent attention to detail.
- Ability to work independently and as part of a team.
- Must be organised and able to prioritise, multi‑task, work under pressure, and meet deadlines.
- Proactive, motivated, calm and show initiative.
- Additional language – German speaker a big plus.
Benefits
In addition to a generous base salary and commission plan, here are some things we think you will love:
- Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.
- Our industry‑leading product. We are very proud of our ever‑evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.
- The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognise that life happens during the 9‑5.30 and encourage a sustainable work/life balance.
- Our bright and modern office spaces. When you need to be in the office we want it to feel like being at home. We have a well‑stocked kitchen and the option to bring your dog to work.
- We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more.
- Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.
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