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 employee experience with a vibrant culture.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for growth.
- Other info: Dynamic role with a chance to work with top-tier clients and cutting-edge technology.
- Why this job: Make a real impact by helping clients succeed and thrive with innovative solutions.
- Qualifications: 7+ years in Customer Success Management with strong relationship skills.
The predicted salary is between 60000 - 80000 £ per year.
About Unily
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.
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 a designated portfolio of customers across varied sectors and industries, establishing a trusted advisor relationship and acting as the customer advocate into the business.
- Work with customers to establish critical goals, or other key performance indicators that can be measured to determine success.
- Help customers 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.
Senior Customer Success Manager, EMEA in London employer: Unily
Unily is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration thrive. With a strong focus on employee growth, we offer extensive training and development opportunities, ensuring our team members are equipped to excel in their roles. Located in a vibrant environment, Unily provides unique advantages such as flexible working arrangements and a commitment to employee well-being, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager, EMEA in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by researching Unily inside out. Understand their products and how they help clients achieve success. We want you to show them you’re not just another candidate, but someone who truly gets their mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. We suggest you highlight your relationship management skills and commercial acumen, as these are key for a Senior Customer Success Manager.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. We’re excited to see how you can contribute to our journey at Unily!
We think you need these skills to ace Senior Customer Success Manager, EMEA in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that align with the Senior Customer Success Manager role. Highlight your relationship management and commercial acumen, as these are key for us at Unily.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer success and how you can help our clients achieve their goals. Be genuine and let your personality shine through!
Showcase Relevant Experience:When detailing your work history, focus on specific achievements in customer success or similar roles. We love to see quantifiable results, so don’t shy away from numbers that demonstrate your impact.
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 this exciting opportunity with Unily!
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 Unily's platform and its features. Familiarise yourself with how it helps clients achieve their goals and be ready to discuss specific examples of how you've used similar tools in your past roles.
✨Showcase Your Relationship Management Skills
Prepare to share stories that highlight your ability to build strong relationships with clients. Think about times when you acted as an advocate for customers and how you navigated complex stakeholder environments to ensure their success.
✨Be Data-Driven
Since analytics play a big role in this position, come prepared with examples of how you've used data to drive customer success. Discuss any key performance indicators (KPIs) you've established in previous roles and how they led to improved outcomes.
✨Demonstrate Flexibility and Problem-Solving
Unily values adaptability, so be ready to discuss situations where you had to pivot or think on your feet. Share examples of how you've addressed customer issues quickly and effectively, showcasing your proactive approach to problem-solving.
