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For Companies At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most out of our amazing platform.
- Company: Join Unily, a leader in digital Employee Experience transformation with iconic clients.
- Benefits: Enjoy a competitive salary, flexible working, and a vibrant team culture.
- Why this job: Make a real impact by helping clients succeed and thrive with our innovative solutions.
- Qualifications: 5+ years in Customer Success or Account Management, with experience in large organisations.
- Other info: Work in a dynamic environment that values innovation and sustainability.
The predicted salary is between 36000 - 60000 £ per year.
About Unily
Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.
Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2025. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.
Job Purpose
Bringing previous experience and incorporating industry best practices, our Senior Customer Success Managers (Sr 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 Sr CSM will independently partner with multiple stakeholders across our Unily business and that of the client. The successful candidate will have 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 approved 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.
- Recognise, 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 £1m plus ARR
- Experience in managing large multinational organisations with 10,000 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, Microsoft office and Miro
- Experience within a fast paced, dynamic and entrepreneurial company
- Proficiency in the German language (either conversational or fluent) is preferred
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 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?
In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:
Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.
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 don’t just mean working from home occasionally. 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 have a well-stocked kitchen and the option to bring your dog to work.
We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more.
Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.
View Unily\’s UK & EEA Careers Privacy Notice here
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Customer Success Manager, EMEA employer: Unily
Contact Detail:
Unily Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager, EMEA
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Unily on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by knowing your stuff! Dive deep into Unily’s products and recent achievements. Show them you’re not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Manager. Use specific examples that highlight your relationship management skills and commercial acumen.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your enthusiasm for the role. It’s a simple gesture that can leave a lasting impression and keep you top of mind.
We think you need these skills to ace Customer Success Manager, EMEA
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience in managing large portfolios and working with SaaS platforms, as this will show us you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible, like how you improved customer satisfaction or increased product adoption, to really grab our attention.
Be Authentic: We love genuine personalities! Let your unique voice shine through in your application. Share your passion for customer success and how you can contribute to our team culture at Unily.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our awesome team!
How to prepare for a job interview at Unily
✨Know Your Product Inside Out
Before the interview, make sure you have a deep understanding of Unily's platform and its features. Familiarise yourself with how it can be leveraged to meet customer needs, as this will show your potential employer that you're ready to hit the ground running.
✨Showcase Your Relationship Management Skills
Prepare examples from your past experiences where you've successfully built relationships with clients. Highlight how you acted as an advocate for them and how you managed to resolve issues effectively. This is crucial for a Customer Success Manager role.
✨Be Data-Driven
Since the role involves using analytics to improve product usage, come prepared with examples of how you've used data in previous roles to drive success. Discuss specific metrics or KPIs you've worked with and how they influenced your strategies.
✨Demonstrate Flexibility and Proactivity
Unily values a proactive approach, so be ready to discuss times when you've adapted to changing circumstances or taken the initiative to solve problems. This will show that you can thrive in a fast-paced environment and are committed to delivering excellent customer service.
