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For Companies At a Glance
- Tasks: Be the go-to person for clients, ensuring they get the most out of our product.
- Company: Join a dynamic tech company focused on customer success and innovation.
- Benefits: Enjoy 25 days holiday, health cover, pension scheme, and more perks.
- Why this job: Make a real impact by helping clients achieve their goals with our platform.
- Qualifications: 7+ years in Customer Success or Account Management, preferably in SaaS.
- Other info: Fast-paced environment with opportunities for growth and development.
The predicted salary is between 70000 - 90000 £ per year.
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 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 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, Account Management or Partnership Management role.
- Experience in managing a portfolio of $2M plus ARR.
- Experience in managing large multinational organizations 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 organized and able to prioritize, multi-task, work under pressure, and work to deadlines.
- Proactive, motivated, calm and show initiative.
Benefits
- 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.
- Sick leave, etc. (many more).
Senior Customer Success Manager, EMEA employer: Unily
Contact Detail:
Unily Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager, EMEA
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Success Manager role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its products thoroughly. Understand how they align with customer success and be ready to share how your experience can help drive value for their clients. Show them you’re not just another candidate, but the perfect fit!
✨Tip Number 3
Practice your pitch! Be ready to articulate your past successes in managing customer relationships and driving product adoption. Use specific examples that highlight your commercial acumen and ability to act as a customer advocate.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search. Let’s get you that Senior Customer Success Manager role!
We think you need these skills to ace Senior Customer Success Manager, EMEA
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer success, especially with large portfolios and SaaS environments, to show us you’re the perfect fit!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to illustrate how you’ve influenced client retention and satisfaction rates.
Be Authentic: We love seeing your personality shine through! Be genuine in your application and let us know why you’re passionate about customer success and how you can contribute to our team at StudySmarter.
Apply Through Our Website: For the best chance of getting noticed, apply directly through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any updates from us!
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 the Unily platform and its features. Familiarise yourself with how it can be leveraged to meet various customer needs. This will not only help you answer questions confidently but also demonstrate your commitment to the role.
✨Showcase Your Relationship Management Skills
Prepare examples from your past experiences where you've successfully built relationships with clients. Highlight how you acted as an advocate for them within your previous companies. This will show that you understand the importance of being a trusted advisor and can effectively manage stakeholder expectations.
✨Be Ready to Discuss Metrics
Since the role involves measuring success through KPIs, come prepared to discuss how you've used analytics in previous roles. Share specific metrics you've tracked and how they influenced customer satisfaction and retention. This will illustrate your commercial acumen and data-driven approach.
✨Demonstrate Flexibility and Proactivity
During the interview, be ready to discuss situations where you've had to adapt quickly to changing circumstances or customer needs. Show that you're proactive in identifying potential issues and can work cross-departmentally to resolve them. This will highlight your ability to thrive in a fast-paced environment.