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About the Role
Senior Customer Success Managers partner with clients to ensure continued value realization of our product, influencing client retention, satisfaction, revenue growth, external advocacy, and product adoption. This role requires a blend of relationship management and commercial acumen, acting as both a customer advocate and a representative of Unily.
Responsibilities
- Serve as the primary point of contact for a designated portfolio of customers, establishing trusted advisor relationships and acting as the customer advocate.
- Partner with customers to define critical goals and key performance indicators for success.
- Help customers achieve success and increase adoption by understanding their vision and advising on Unily platform leverage.
- Utilize analytics data to identify areas for product usage improvement and guide customers in implementing changes.
- Conduct regular business reviews with client stakeholders to ensure ROI and evolving platform objectives align with business requirements.
- Recognize, address, and escalate customer needs/issues cross-departmentally for prompt resolution.
- Identify renewal risks and collaborate with internal teams to ensure successful renewals.
- Prepare and educate customers on new features and releases, supporting their implementation.
- Maintain a deep and up-to-date understanding of the evolving product.
Requirements
- 7+ years of experience in Customer Success Management, Account Management, or Partnership Management.
- Experience managing a portfolio of $2M+ ARR.
- Experience managing large multinational organizations with 15,000+ employees.
- Experience working in a SaaS environment.
- Experience with digital workplace platforms (e.g., Jive, Interact, Jostle) as a manager or end-user.
- Experience using customer success tools (e.g., Planhat, Salesforce, Gong, Microsoft Office, Miro).
- Experience within a fast-paced, dynamic, and entrepreneurial company.
- Excellent attention to detail.
- Solution-driven.
- Ability to work independently and as part of a team.
- Organized with the ability to prioritize, multi-task, work under pressure, and meet deadlines.
- Proactive, motivated, calm, and shows initiative.
Skills
- Relationship management
- Commercial acumen
- Customer Success Management
- Account Management
- Partnership Management
- SaaS
- Digital workplace platforms
- Customer success tools
- Planhat
- Salesforce
- Gong
- Microsoft Office
- Miro
Location
- Remote
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Senior
Salary/Compensations
- Generous base salary and commission plan
Benefits
- Awesome team culture
- Industry-leading product
- Flexibility
- Hybrid work basis
- Sustainable work/life balance
- Bright and modern office spaces
- Well-stocked kitchen
- Option to bring your dog to work
- 25 days holiday
- Extra paid day off for birthday
- Vitality life cover (health, sight, hearing, dental)
- Aviva pension (salary sacrifice scheme)
- Life assurance
- Income protection
- Commitment to sustainability
- 1 fully paid volunteering day per year
- Employee matching charity donation scheme
- Option to lease an Electric Vehicle through salary sacrifice scheme
About the Company
- Unily people are dynamic, smart, and forward-thinking innovators with a passion for first-class delivery and customer service.
- We are proud of our ever-evolving product and use it internally.
- We are committed to sustainability and giving back to the community.
Equal Opportunity
- View Unily's UK & EEA Careers Privacy Notice here.