At a Glance
- Tasks: Manage and grow enterprise client accounts, focusing on retention and expansion.
- Company: Join Uniqodo, a fast-growing SaaS leader in marketing technology.
- Benefits: Enjoy a 4-day workweek, competitive salary, and comprehensive health benefits.
- Other info: Flexible working hours and a dynamic team culture with regular social events.
- Why this job: Make a real impact by helping top brands enhance their promotional strategies.
- Qualifications: Experience in account management and strong relationship-building skills required.
Our Benefits
- Salary: £40,000 to £45,000 (dependent on experience), plus commission on account growth
- 4-day workweek: Uniqodo was one of the first companies in the UK to adopt a company-wide 4-day workweek, without a salary reduction and without employees working overtime or extra hours
- 25 days’ holiday per year
- Pension scheme: A company-wide contributory pension scheme
- Market-beating protection: You will receive death-in-service insurance and access to not one but two private healthcare schemes that include health, dental, mental wellbeing support and more
- Regular social events: We are a sociable bunch! Expect quarterly socials that range from escape rooms to sports days to arcades
- Flexible working hours: We believe excellent performance matters more than clock-watching, so we give our team flexibility around their core hours
- Hybrid working: We work remotely, with regular time in person with clients and the team. Access to London and willingness to travel to client sites across the UK is required
Why Uniqodo?
Uniqodo is a fast-growing SaaS business at the forefront of marketing technology. We are a Promotion Experience platform that helps ecommerce businesses deliver end-to-end promotional journeys. Our products help ecommerce brands deliver engaging promotional experiences across the customer journey.
Have you ever enjoyed a personalised voucher code online, been rewarded for your loyalty to a brand, or been given exclusive access to a sale? Those are exactly the experiences we help our clients deliver.
We do award-winning work with some of the world's biggest and most loved brands, including Expedia, BT, EE, TUI, LG, Boots, QVC and The White Company. We won three Performance Marketing Awards in 2024, including Best Technology for Retailers.
We give our people autonomy in their work, support their development to become masters of their craft, and make sure the team feels a sense of purpose. We work hard, respect one another and go over and above to support each other and our clients.
We provide equal opportunity in a zero-discrimination workplace. We welcome and embrace everyone without regard to sex, race, colour, nationality, religion, gender identity, sexual orientation, disability status, citizenship or marital status. We encourage positive debate, and much of our platform exists because our team spotted a better way of doing things.
The Purpose of this Role
We are looking for a Customer Success Manager to manage and grow a portfolio of enterprise clients. This is a commercial, consultative role, focused on retention, renewal and expansion within your accounts.
You will be the point of contact for your clients, building relationships on calls and in person. You will run Quarterly Business Reviews, deliver workshops on site, and advise clients on how Uniqodo's products can help them reach their commercial goals.
You will sit close to the platform. You will understand how promotions and experiences are built and will support set-up and testing. However, the majority of your time will be focused on strategy, growth and relationship expansion.
You will report to the Head of Account Management, who will support you on account strategy, commercial negotiations and larger renewals. You will also work closely with our Sales, Technical Support, Product and Marketing teams.
What You Will Do
Growth Ownership
- Grow your accounts: Drive recurring revenue growth across your portfolio through tier upgrades, additional products and contract expansion.
- Spot expansion opportunities: Identify where our wider product suite aligns with each client's goals, and take those opportunities forward with support from the Head of Account Management.
- Manage renewals: Plan and manage renewals for your accounts, working with the Head of Account Management, who leads commercial negotiations on larger or more complex deals.
- Maintain account plans: Keep account plans up to date for your clients, covering objectives, stakeholders, risks and growth potential. Reviewing them quarterly with the Head of Account Management and Leadership.
- Monitor usage: Track client usage against contracted allowances and flag upgrade opportunities early.
Client Leadership
- Be the point of contact: Own day-to-day communication with your clients, building strong relationships across their marketing, CRM and ecommerce teams.
- Meet clients in person: Travel to client sites for meetings, QBRs and workshops. Strong relationships are built face to face as well as on calls.
- Broaden relationships: Build connections with more than one stakeholder in each account, develop champions and reach senior decision-makers.
QBRs and Workshops
- Run QBRs: Prepare and lead Quarterly Business Reviews, in person wherever possible, using our standard QBR approach. A good QBR shows clear ROI, shares benchmarks and agrees on next steps for growth.
- Deliver workshops: Present workshops on site, helping client teams get maximum value from the platform and adopt new features.
- Tell the value story: Turn campaign results into clear, commercial insights that show the impact Uniqodo delivers.
Strategy and Consultative Approach
- Advise on promotion strategy: Understand each client's business and marketing goals, and recommend promotion strategies across the customer journey.
- Lead with discovery: Ask the right questions to uncover client pain points, priorities and opportunities before proposing solutions.
- Plan peak trading: Partner with clients on key trading periods such as Black Friday, Christmas and seasonal sales, from brief through to results.
Platform Delivery
- Oversee delivery: Make sure promotions and experiences are set up, tested and launched to a high standard, supporting hands-on configuration where needed.
- Resolve issues: Work with Technical Support to resolve challenges quickly, protecting the commercial relationship.
- Capture evidence: Gather results and client feedback for case studies, awards and sales enablement.
Team and Collaboration
- Share client insight: Feed client feedback to the Product team to help prioritise the roadmap.
- Partner with Marketing: Work with Marketing to turn client successes into case studies and advocacy.
- Support your colleagues: Share what works with the wider team and support each other across accounts.
- Use AI and automation: Use AI tools and automation to reduce admin, so more of your time goes on strategy and clients.
About You
Required Skills and Experience
- Account management experience: Experience managing and growing client accounts in a B2B SaaS, martech or affiliate environment, including identifying upsell opportunities and supporting renewals.
- Relationship building: Confident building strong client relationships, both on calls and in person.
- Presenting with confidence: Experience running client meetings, QBRs or workshops, face-to-face and remotely.
- Consultative mindset: A discovery-first approach. You ask the right questions to understand client goals before recommending solutions.
- Strategic thinking: Able to connect client objectives to product opportunities and suggest practical ways to grow an account.
- Commercial awareness: Comfortable raising commercial conversations with clients, with the appetite to develop your negotiation skills with support from the Head of Account Management.
- Organised: Able to manage a portfolio of clients through a CRM such as HubSpot or Salesforce, keeping records accurate and up to date.
- Technically comfortable: Not a technical role, but you are happy discussing integrations and product detail with clients and product managers. You can translate features into business value.
- Collaborative and supportive: Known for working well across teams and for going over and above to support colleagues and clients.
- Resilient and solutions-oriented: You tackle challenges head-on and see them through to resolution.
- Willing to travel: Comfortable travelling to client sites across the UK.
Bonus Skills
- Experience in ecommerce, promotions, loyalty, referral or affiliate marketing.
- Experience working with clients across retail, travel and telecoms.
- Familiarity with account planning or qualification frameworks such as MEDDICC.
- Experience using AI tools to improve reporting, analysis or client communication.
Assessment Process
Successful applicants will be invited to the following stages:
- Initial video screening
- Remote interview
- Face-to-face workshop
Customer Success Manager employer: Uniqodo
Uniqodo is an exceptional employer that champions a healthy work-life balance with its pioneering 4-day workweek, allowing employees to thrive both personally and professionally. With a strong focus on employee development, competitive benefits including generous holiday allowances and comprehensive healthcare, and a vibrant, collaborative culture, Uniqodo empowers its team to excel in their roles while fostering meaningful relationships with clients. Located in the heart of the UK, this fast-growing SaaS company offers unique opportunities for growth and innovation in the marketing technology sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Uniqodo. 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 Uniqodo 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 Manager
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 Uniqodo:Your cover letter is your chance to shine! Tell us why you want to work at Uniqodo 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 Uniqodo!
How to prepare for a job interview at Uniqodo
✨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.
