Customer Success Manager - Remote Opportunity at Unily

About the Role

We are seeking a Customer Success Manager to join our dynamic team at Unily. This Customer Success Manager remote position is crucial for ensuring our clients realize the full value of our innovative product. You will play a key role in enhancing client retention, satisfaction rates, and revenue growth while fostering strong relationships with multiple stakeholders.

What You'll Do

• Act as the primary point of contact for a designated portfolio of customers, establishing trusted advisor relationships and advocating for customer needs within Unily.
• Work closely with customers to set critical goals and key performance indicators (KPIs) to measure success.
• Utilize analytics and measurement tools to identify areas for product improvement and collaborate with customers to implement necessary changes.
• Conduct regular business reviews with client stakeholders to ensure return on investment and that platform objectives align with evolving business requirements.
• Recognize and escalate customer needs across departments to ensure timely resolutions.
• Identify renewal risks and collaborate with internal teams to facilitate successful renewals.
• Prepare customers for new features and releases, supporting their implementation.
• Maintain an in-depth understanding of the product as it evolves, ensuring you are always equipped to provide the best guidance to clients.

Requirements

• 5+ years of experience in Customer Success Management, Account Management, or Partnership Management roles.
• Experience managing a portfolio with an annual recurring revenue (ARR) of £2 million or more.
• Proven experience with large multinational organizations, ideally with over 15,000 employees.
• Background in a SaaS environment and familiarity with digital workplace platforms such as Jive, Interact, or Jostle.
• Proficient in customer success tools like Planhat, Salesforce, Gong, and Microsoft Office.
• Ability to thrive in a fast-paced, dynamic, and entrepreneurial setting.
• Excellent attention to detail and a solution-driven mindset.
• Strong organizational skills with the ability to prioritize and manage multiple tasks under pressure.

Nice to Have

• Fluency in German is a significant advantage.

What We Offer

• A competitive base salary and discretionary company bonus.
• A vibrant team culture focused on collaboration and enjoyment.
• Flexibility in work arrangements, including hybrid options and a commitment to work/life balance.
• Modern office spaces with amenities, including a well-stocked kitchen and pet-friendly policies.
• A comprehensive benefits package, including 25 days of holiday, life cover, pension schemes, and more.
• Opportunities for community engagement and sustainability initiatives, including paid volunteering days.