At a Glance
- Tasks: Manage top-tier client relationships and drive their success with our platform.
- Company: Join Unily, a vibrant tech company focused on customer success.
- Benefits: Enjoy a competitive salary, flexible work, and generous holiday allowance.
- Other info: Work in a fun, supportive environment with great career growth opportunities.
- Why this job: Be a strategic partner for clients and make a real impact on their success.
- Qualifications: 5+ years in Customer Success with enterprise SaaS experience required.
The predicted salary is between 60000 - 80000 £ per year.
About the Role
As a Customer Success Account Manager, you’ll take ownership of Unily’s highest-value enterprise client relationships. Acting as a trusted advisor, you’ll ensure our platform is deeply embedded in their success — driving adoption, retention, and growth. You’ll combine strategic influence with hands-on account management, collaborating across Unily’s teams to deliver measurable impact and best-in-class service.
Key Responsibilities
- Build and nurture executive-level relationships with Tier One clients, acting as their strategic partner and advocate within Unily to understand their unique business needs and build long-term relationships.
- Proactively engage with clients to understand their goals, challenges and requirements, and identify opportunities to upsell and cross-sell Unily products and services.
- Develop and execute tailored account success plans that align Unily’s capabilities with client business goals and KPIs.
- Lead executive business reviews, translating insights and performance data into actionable recommendations.
- Oversee onboarding, deployment, and adoption to ensure clients realise maximum value from the Unily platform.
- Assist them to help them coordinate and lead regular account review meetings to ensure they provide client satisfaction, address concerns and provide strategic guidance.
- Monitor and analyse client usage data, metrics and feedback to identify trends, generate insights and recommend improvements or new solutions.
- Anticipate and resolve client challenges, managing escalations with a proactive, solution-oriented approach.
- Collaborate closely with Sales, Product, Implementation, Marketing, Finance, and Legal to deliver a seamless client experience.
- Stay ahead of industry and competitive trends to advise clients and inform Unily’s customer success strategy.
- Maintain accurate account reporting, forecasts, and documentation to support internal planning and governance.
Qualifications
- 5+ years in Customer Success or Account Management roles, with at least 1 year managing enterprise-level SaaS clients.
- Proven track record in driving customer growth, retention, and satisfaction.
- Strong commercial acumen with experience identifying and executing revenue opportunities.
- Excellent relationship management, communication, and presentation skills — comfortable engaging with C-level stakeholders.
- Good technical understanding of digital workplace solutions, integrations, and APIs.
- Proficient in CRM platforms and Microsoft Office suite.
- Bachelor’s degree in Business, Marketing, or related field (or equivalent experience).
- Willingness to travel as required.
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.
Customer Success Account Manager in London 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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unily. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Unily before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Unily:Your cover letter is your chance to shine! Tell us why you want to work at Unily specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Unily!
How to prepare for a job interview at Unily
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
