Customer Success Manager, EMEA

About Unily

With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, Unily helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways, remove friction, increase clarity, and accelerate productivity so work moves faster.

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.

Main 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 in the implementation of these.
• Maintain a deep understanding of the product, keeping up to date as it continuously evolves.

Knowledge, Skills and Experience Needed for the Job

• 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.
• Solution driven.
• Ability to work independently and as part of a team.
• Must be organised and able to prioritise, multi-task, work under pressure, and work to deadlines.
• Proactive, motivated, calm and show initiative.
• Additional language – German speaker a big plus.

Job Context and Other Relevant Information

Unily people are dynamic smart and forward thinking, are natural innovators with a passion for first class delivery and customer service. This Job Description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.

Why Work For Unily?

• Our awesome team culture.
• Our industry leading product.
• The flexibility that we offer.
• Our bright and modern office spaces.
• We offer a fantastic suite of benefits.
• Our commitment to sustainability and giving back to the community.