Customer Success Executive

About Unity5.. Customer Success is at the heart of Unity5’s mission. We are committed to ensuring our clients achieve success with our products and services, making it a core value that runs throughout our business. As our Customer Success Executive, you will support our Private and Local Authority customers post-go-live, ensuring an exceptional experience, building strong relationships, and driving customer retention and expansion. Key Responsibilities: Collaboration… * Work closely with the Implementation team at customer go-live to understand their use case and objectives, supporting them through the adoption phase. * Partner with the Account Management team to create and maintain customer-facing success plans focused on long-term goals, customer satisfaction, and commercial growth. * Identify cross-sell and upsell opportunities to pass to Account Management. * Monitor customer support cases, acting as the first line of escalation if needed. * Represent the voice of the customer internally by collaborating with Product, Development, and other teams to ensure their needs are met. * Support marketing efforts by identifying customers for case studies and references. * Promote continuous improvement by learning from customer feedback and sharing insights across teams. Customer Success * Maintain regular communication with customers to ensure ongoing engagement and long-term success. * Conduct onsite health checks and workshops, using data-driven insights to measure and improve customer outcomes. * Work with the Product team to involve customers in the engagement programme, gathering feedback for future development. * Foster customer communities (both online and in-person) to encourage knowledge sharing and best practice discussions. * Develop and deliver webinars on common system functionalities to provide value at scale and contribute to our Knowledge Hub. Product Expertise * Build credibility with customers by becoming an expert in Unity5’s products and advising on best practices. * Stay up to date with product releases, ensuring customers are trained and supported with new functionalities. * Contribute to user groups, events, and knowledge-sharing initiatives to benefit all customers. Skills and Competencies Required: * At least 1 year of experience in a Customer Success Executive (or similar) role within a SaaS or technology environment. * Experience managing multiple customer accounts and driving successful renewals. * Passion for customer experience and strong internal stakeholder management skills. * Proven ability to deliver client-facing presentations, training sessions, and demos, using data to demonstrate value. * Strong communication skills, with the ability to explain product features to both technical and non-technical audiences. * Process-oriented mindset with experience in process mapping and consulting on best practices. * Problem-solving skills with a proactive, ownership-driven approach to issue resolution. * Highly organised, with experience managing multiple customer projects and a self-starter attitude. Desired: * Experience within the parking or traffic management industry. * Knowledge of HubSpot. * Experience in a scale-up environment, contributing to the creation of new processes. If you’re passionate about customer success and looking for a role where you can make a real impact, we’d love to hear from you! Apply now