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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 product.
- Company: Join Unily, a dynamic and innovative company focused on customer success.
- Benefits: Enjoy a competitive salary, flexible working, and a vibrant team culture.
- Why this job: Make a real impact by helping clients achieve their goals with our cutting-edge platform.
- Qualifications: 5+ years in Customer Success or Account Management, with experience in SaaS environments.
- Other info: Work in a bright office, enjoy 25 days holiday, and give back to the community.
The predicted salary is between 36000 - 60000 £ per year.
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 2024 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. 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 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.
- 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.
- 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. Ask them about their experiences and any tips they might have for landing the Customer Success Manager role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by understanding Unily's product inside and out. Familiarise yourself with how it benefits customers and think of ways you can help clients achieve their goals using the platform. Show us you’re ready to be the customer advocate we need!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples from your past experiences that highlight your relationship management and commercial acumen. We want to hear how you've successfully navigated challenges in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you’re genuinely interested in being part of the Unily team!
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 experience in managing large portfolios and your ability to build strong relationships with clients. We want to see how you can bring value to our team!
Showcase Your Skills: Don’t forget to mention your experience with SaaS environments and any customer success tools you've used. If you've worked with digital workplace platforms, let us know! We love seeing how your skills align with what we do at Unily.
Be Authentic: We’re looking for genuine passion and enthusiasm for customer success. Share your story and why you’re excited about this opportunity. We want to get to know the real you, so don’t hold back!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. We can’t wait to hear from you!
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. Familiarise yourself with its features and how they can benefit clients. This will help you demonstrate your ability to advise customers effectively during the interview.
✨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 that led to positive outcomes. This is crucial for a Customer Success Manager role.
✨Be Ready to Discuss Metrics
Since the role involves establishing key performance indicators, be prepared to discuss how you've used analytics in previous roles. Bring specific examples of how you measured success and drove product adoption based on data.
✨Demonstrate Flexibility and Proactivity
Unily values a proactive approach, so think of instances where you've adapted to changing circumstances or taken the initiative to solve problems. Share these stories to show that you can thrive in a dynamic environment.
