Customer Success Manager in London

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.

Job Purpose:

The Customer Success Manager partners with our midmarket customer portfolio to ensure value realization and product adoption, while leveraging scaled and programmatic approaches to deliver efficient, impactful experiences. Positioned between high-touch CSMs and digital success models, this role blends proactive engagement with operational efficiency — driving adoption, mitigating risks, and identifying opportunities for growth through a mix of 1-to-1 and 1-to-many activities.

Main Responsibilities:

• Reporting to the Manager of Customer Success for our Mid-Market segment, our Customer Success Managers (CSMs) play a pivotal role in shaping and advancing the mid-market customer experience within our global Customer Success organization.
• This role combines direct customer partnership with scalable engagement, ensuring customers achieve measurable outcomes while supporting operational efficiency.
• The CSM works closely with Customer Success, Operations, Community, and cross-functional teams to deliver a consistent and durable customer journey.
• Conduct semi-regular business reviews to assess ROI, adoption progress, and evolving customer objectives.
• Deliver proactive engagement through scalable methods, including group sessions (e.g., “Ask Me Anything” hours), webinars, and digital resources.
• Leverage health alerts, survey results, and usage data to identify risks or opportunities and take timely action.
• Provide product guidance by leveraging both technical expertise and business acumen to help customers achieve their desired outcomes.
• Partner with customers in 1-to-1 and 1-to-many activities to establish measurable goals and KPIs that demonstrate value realization and business impact.
• Maintain accurate customer data (contacts, activities, health metrics) within Planhat and related systems to support operational excellence.
• Collaborate cross-functionally with Sales, Product, Support, and Success Operations teams to address customer needs and resolve issues promptly.
• Contribute to the development of playbooks, processes, and innovation initiatives that improve the customer journey at scale.

Requirements/ Knowledge, Skills, and Experience:

• Customer-first mindset with the ability to balance strategic relationship-building and efficient, programmatic engagement.
• Curiosity and eagerness to develop deep product knowledge.
• Strong problem-solving orientation, with the ability to connect activities to the “why” behind customer needs.
• Collaborative team player who can also work autonomously and transparently to achieve shared objectives.
• Excellent communication and listening skills; able to adapt style across stakeholders and formats (virtual, in-person, written).
• Comfortable analyzing data and translating insights into actionable recommendations.
• Proficiency with Planhat (or similar CS platforms) and a strong appreciation for data quality and integrity.
• Highly organized and detail-oriented, willing to “roll up your sleeves” to support operational objectives.

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.
• 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 operate on a hybrid basis, and also recognise 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 offer a fantastic suite of benefits, including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover, Aviva pension, life assurance, income protection and more.
• Our commitment to sustainability and giving back to the community. 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.