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For Companies At a Glance
- Tasks: Engage with customers to ensure they get the most out of our product and drive their success.
- Company: Join a friendly and innovative team at Unily, focused on customer success.
- Benefits: Enjoy a competitive salary, flexible working, and a fantastic suite of benefits.
- Why this job: Make a real impact by helping customers achieve their goals and grow their businesses.
- Qualifications: Customer-first mindset, strong communication skills, and a knack for problem-solving.
- Other info: Work in a vibrant office with a great culture and opportunities for personal growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
The Customer Success Manager partners with our midmarket customer portfolio to ensure value realization and product adoption, while leveraging scaled and programmatic approaches to deliver efficient, impactful experiences. Positioned between high-touch CSMs and digital success models, this role blends proactive engagement with operational efficiency — driving adoption, mitigating risks, and identifying opportunities for growth through a mix of 1-to-1 and 1-to-many activities.
Main Responsibilities:
- Conduct semi-regular business reviews to assess ROI, adoption progress, and evolving customer objectives.
- Deliver proactive engagement through scalable methods, including group sessions (e.g., “Ask Me Anything” hours), webinars, and digital resources.
- Leverage health alerts, survey results, and usage data to identify risks or opportunities and take timely action.
- Provide product guidance by leveraging both technical expertise and business acumen to help customers achieve their desired outcomes.
- Partner with customers in 1-to-1 and 1-to-many activities to establish measurable goals and KPIs that demonstrate value realization and business impact.
- Maintain accurate customer data (contacts, activities, health metrics) within Planhat and related systems to support operational excellence.
- Collaborate cross-functionally with Sales, Product, Support, and Success Operations teams to address customer needs and resolve issues promptly.
- Contribute to the development of playbooks, processes, and innovation initiatives that improve the customer journey at scale.
Requirements/ Knowledge, Skills, and Experience:
- Customer-first mindset with the ability to balance strategic relationship-building and efficient, programmatic engagement.
- Curiosity and eagerness to develop deep product knowledge.
- Strong problem-solving orientation, with the ability to connect activities to the “why” behind customer needs.
- Collaborative team player who can also work autonomously and transparently to achieve shared objectives.
- Excellent communication and listening skills; able to adapt style across stakeholders and formats (virtual, in-person, written).
- Comfortable analyzing data and translating insights into actionable recommendations.
- Proficiency with Planhat (or similar CS platforms) and a strong appreciation for data quality and integrity.
- Highly organized and detail-oriented, willing to “roll up your sleeves” to support operational objectives.
Why Work For Unily?
- Our awesome team culture. We are focused on achieving results as a team and having fun while we do it.
- 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 operate on a hybrid basis, and also recognize 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 be like being at home.
- We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover, Aviva pension, life assurance, income protection and more.
- Our commitment to sustainability and giving back to the community.
Customer Success Manager in City of London employer: Unily
Contact Detail:
Unily Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in City of London
✨Tip Number 1
Get to know the company inside out! Research Unily's products, culture, and values. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral — which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to customer success. Think about how you can demonstrate your problem-solving skills and customer-first mindset through real-life examples.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Success Manager in City of London
Some tips for your application 🫡
Show Your Customer-Centric Mindset: When writing your application, make sure to highlight your customer-first approach. We want to see how you balance building strong relationships with efficient engagement strategies. Share examples that showcase your ability to understand and meet customer needs!
Be Data-Driven: Since this role involves analysing data to drive decisions, don’t shy away from mentioning your experience with data analysis. We love candidates who can translate insights into actionable recommendations, so include any relevant examples in your application.
Communicate Clearly: Your written communication skills are key! Use clear and concise language in your application to demonstrate your ability to adapt your style across different formats. Remember, we value excellent communication, so let your personality shine through!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to showcase your skills and experiences in a way that aligns perfectly with what we’re looking for. Don’t miss out!
How to prepare for a job interview at Unily
✨Know Your Customer Success Metrics
Before the interview, brush up on key customer success metrics and how they relate to value realisation. Be ready to discuss how you would assess ROI and adoption progress for midmarket customers, as this will show your understanding of the role's responsibilities.
✨Showcase Your Communication Skills
Since this role requires excellent communication and listening skills, prepare examples of how you've adapted your communication style across different stakeholders. Think about times when you successfully engaged with customers in both 1-to-1 and group settings.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss specific challenges you've faced in previous roles and how you connected activities to customer needs. Highlight your curiosity and eagerness to develop deep product knowledge, as this aligns with the company's focus on customer-first strategies.
✨Familiarise Yourself with Planhat
If you have experience with Planhat or similar customer success platforms, make sure to mention it. If not, do a bit of research on how these tools work and their importance in maintaining accurate customer data. This will show your commitment to operational excellence.
