At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most out of our product.
- Company: Join a dynamic tech company focused on customer success and innovation.
- Benefits: Enjoy 25 days holiday, health cover, pension scheme, and more perks.
- Other info: Fast-paced environment with opportunities for growth and development.
- Why this job: Make a real impact by helping clients achieve their goals with our platform.
- Qualifications: 7+ years in customer success or account management, preferably in SaaS.
The predicted salary is between 70000 - 90000 € per year.
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.
- Recognize, address, and elevate 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
- 7+ 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 organizations 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.
- Ability to work independently and as part of a team.
- Must be organized and able to prioritize, multi-task, work under pressure, and work to deadlines.
- Proactive, motivated, calm and show initiative.
Benefits
- 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.
- Sick leave, etc. (many more).
Senior Customer Success Manager, EMEA in England employer: Unily
At Unily, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Senior Customer Success Manager in the EMEA region, you will benefit from a supportive environment that prioritises employee growth through continuous learning opportunities and a strong emphasis on work-life balance, including 25 days of holiday plus an extra day for your birthday. Our commitment to employee well-being is reflected in our comprehensive benefits package, which includes health cover, pension schemes, and income protection, making Unily a rewarding place to advance your career while making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager, EMEA in England
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Success Manager role. A personal referral can make all the difference, so don’t be shy about asking for introductions.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their products, values, and recent news. This will help you tailor your answers and show that you’re genuinely interested in being part of the Unily team.
✨Tip Number 3
Practice your pitch! Be ready to discuss how your experience aligns with the role. Highlight your relationship management skills and commercial acumen, and don’t forget to share specific examples of how you've driven customer success in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining us at StudySmarter and making an impact in the Customer Success space.
We think you need these skills to ace Senior Customer Success Manager, EMEA in England
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior 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 Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible, like revenue growth or customer satisfaction rates, to show us how you've made a difference.
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is proactive and motivated, so don’t be afraid to share your passion for customer success and how you advocate for clients.
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 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 the Unily platform and its features. Familiarise yourself with how it can be leveraged to meet various customer needs. This will not only help you answer questions confidently but also demonstrate your commitment to the role.
✨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 within your previous companies. This will show that you understand the importance of being a trusted advisor and can effectively manage stakeholder expectations.
✨Be Ready to Discuss Metrics and Success Stories
Since the role involves measuring success through KPIs, come prepared with specific metrics from your previous roles. Share success stories that illustrate how you helped clients achieve their goals and increased product adoption. This will showcase your analytical skills and commercial acumen.
✨Demonstrate Your Proactive Approach
During the interview, convey your proactive mindset by discussing how you've identified renewal risks or customer issues in the past and the steps you took to resolve them. This will highlight your ability to work independently while also showing that you can collaborate effectively with internal teams.
