Customer Success Manager
UnilyAbout the role
About Unily
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.
We have recently been positioned as a market leader across the 2023 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. The only company in the industry with this standing. 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
As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for a Customer Success Manager. Our Customer Success Managers are responsible for partnering with our clients to ensure the continued value realization of our product, thereby influencing client satisfaction rates, revenue growth, external advocacy participation, and continued product adoption. An effective Customer Success Manager will partner with multiple departments across our Unily business and that of the client. The successful candidate is structured, focused, flexible, and competent in building relationships. 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 focused on increasing their adoption and growth and ultimately both protecting and growing revenue
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
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.
Requirements
3+ years experience in an Account Management or Customer Success Management role
Experience working in a SaaS environment
Experience using customer success software (ideally Planhat), CRM software (ideally Salesforce), and Microsoft Applications
You have clear verbal and written communication skills
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Experience within a fast paced, dynamic and entrepreneurial company
Excellent attention to detail.
Must be organised and able to prioritize, multi-task, work under pressure and to deadlines.
Flexible and able to pivot based on business needs and exposure to new information
Ability to work independently and as part of a team.
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