Customer Success Manager

Unity5 (Unity Five Ltd); Exeter; On-site; GBP 30,000 - 60,000; Full time

Job summary

An innovative SaaS company is seeking a passionate Customer Success Manager to enhance customer relationships and drive value. In this role, you will champion customer success, advocate for client feedback, and deliver impactful training and support. Your analytical mindset and strong communication skills will help you build lasting partnerships and contribute to product enhancements. Join a collaborative team where your ideas are valued, and your work directly influences the success of both customers and the company. If you're ready to make a difference and grow with a fast-paced organization, this opportunity is for you.

Qualifications

• 2+ years in Customer Success within a SaaS or tech environment.
• Proven track record in managing multiple customer accounts.

Responsibilities

• Ensure ongoing customer success and value from products post go-live.
• Drive engagement in customer communities and user groups.

Skills

Customer Success Management

Data Analysis

Communication Skills

Presentation Skills

Problem-Solving

Tools

HubSpot

Job description

At Unity5, Customer Success isn’t just a department – it’s a driving force behind everything we do. Our mission is simple: to help our clients succeed, and to make sure every experience they have with us is exceptional.

We’re looking for a Customer Success Manager to join our growing team and take charge of our Private and Local Authority customer relationships post-implementation. If you're passionate about building long-term partnerships, driving adoption, and delivering real value, then you might just be our perfect match.

What You'll Be Doing:

Customer Champion

• Take the reins post go-live, ensuring customers see ongoing success and value from our products and services.
• Build strong relationships with stakeholders and become a trusted advisor.
• Develop tailored success plans in collaboration with Account Management, aligned to customer goals and commercial outcomes.

Growth & Retention

• Spot opportunities to cross-sell and upsell – and work with the Account Management team to turn them into reality.
• Stay close to customer health through regular check-ins, health checks, and workshops, sharing data-driven wins with senior stakeholders.
• Drive engagement in our customer communities and user groups, both online and in person.

Voice of the Customer

• Be the internal advocate for your customers, ensuring their feedback shapes our roadmap.
• Work with Product and Development teams to channel real-world insights into product enhancements.
• Partner with Marketing to turn customer success stories into standout case studies.

Product Expert & Educator

• Become a Unity5 product guru, helping customers get the most from our platform.
• Deliver training, webinars, and contribute content to our knowledge hub to support scalable success.
• Stay on top of new features and releases so your customers always have the latest and greatest.

What You'll Bring:

Required:

• 2+ years of experience in Customer Success within a SaaS or tech environment
• Proven track record managing multiple customer accounts and driving retention
• Confident communicator with strong presentation skills (in person and virtual)
• Analytical mindset – you know how to prove value through data
• Comfortable navigating both technical and non-technical conversations
• Process-driven, organised, and solutions-focused with a self-starter attitude

Nice to Have:

• Experience in the parking or traffic management industry
• Familiarity with HubSpot
• Worked in a scale-up environment and helped shape new processes

Why Unity5?

We're a fast-growing SaaS company, passionate about solving real-world problems through innovative tech. You'll be joining a collaborative team where your voice is heard, your ideas are valued, and your work directly impacts the success of our customers and our company.