About UnilyWith 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform.
Do not wait to apply after reading this description a high application volume is expected for this opportunity.
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.Unily is a five‑time Leader in Employee Experience, 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.
This analyst leadership is reinforced by strong customer validation, including G2 Crowd Leader recognition for exceptional usability and enterprise‑grade performance.
Unily also holds the prestigious ClearBox “Intranet Choices 2025” award.
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.
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 7+ years experience in a Customer Success Management,
Senior Customer Success Manager, EMEA in Kennington employer: Unily
Unily is an exceptional employer that fosters a vibrant team culture where collaboration and fun go hand in hand. With a commitment to employee well-being, we offer flexible working arrangements, a modern office environment, and a comprehensive benefits package that includes generous holiday allowances and health coverage. Our focus on sustainability and community engagement further enhances the rewarding experience of being part of our innovative team in a rapidly evolving industry.
