At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most out of our platform.
- Company: Join Unily, a leader in digital Employee Experience transformation for top global brands.
- Benefits: Enjoy flexible working, a vibrant office, and a suite of fantastic perks.
- Other info: Fluency in German is a plus; we value innovation and a proactive mindset.
- Why this job: Make a real impact by helping clients succeed while working in a fun, dynamic team.
- Qualifications: 5+ years in Customer Success or Account Management, with experience in SaaS and large organisations.
The predicted salary is between 43200 - 72000 £ per year.
With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. 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 Customer Success Managers (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 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
- 5+ 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 organisations 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 organised and able to prioritise, multi-task, work under pressure, and work 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 commission plan, 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.
#J-18808-LjbffrCustomer Success Manager, EMEA 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 Manager, EMEA in London
✨Tip Number 1
Familiarise yourself with Unily's platform and its features. Understanding how the product works and its benefits will allow you to speak confidently about it during interviews, showcasing your ability to advise clients effectively.
✨Tip Number 2
Network with current or former employees of Unily on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews.
✨Tip Number 3
Brush up on your German language skills if you're not already fluent. Since proficiency in German is preferred, demonstrating your language abilities can set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships in the past. Highlighting specific instances where you've driven customer success or resolved issues will illustrate your fit for the role.
We think you need these skills to ace Customer Success Manager, EMEA in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in Customer Success Management, particularly with large multinational organisations. Emphasise your ability to manage a portfolio of £1m plus ARR and any experience you have with SaaS environments.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer success and how your skills align with Unily's mission. Mention specific examples of how you've helped clients achieve their goals and increased product adoption in previous roles.
Showcase Your Language Skills:If you speak German, make sure to highlight this in your application. Mention your proficiency level and any relevant experiences where you used the language, as this is a preferred attribute for the role.
Demonstrate Your Knowledge of the Product:Research Unily’s Employee Experience platform and be prepared to discuss how it can be leveraged to meet client requirements. Showing that you understand the product will demonstrate your commitment and readiness for the role.
How to prepare for a job interview at Unily
✨Understand the Product Inside Out
Before your interview, make sure you have a deep understanding of Unily's platform and its features. Familiarise yourself with how it benefits clients and be ready to discuss how you can leverage it to meet customer needs.
✨Showcase Your Relationship Management Skills
Prepare examples from your past experience that demonstrate your ability to build and maintain strong relationships with clients. Highlight instances where you've acted as an advocate for customers within your organisation.
✨Be Data-Driven
Since the role involves using analytics to improve product usage, come prepared with examples of how you've used data in previous roles to drive customer success. Discuss specific metrics you’ve tracked and how they influenced your strategies.
✨Demonstrate Proactivity and Problem-Solving
Think of scenarios where you've identified potential issues before they escalated and how you addressed them. Show that you can take initiative and work cross-departmentally to ensure customer satisfaction.
