Customer Success Manager, EMEA

Unily; City Of London; Hybrid; GBP 60,000 - 85,000; Full time

Job summary

A leading digital workplace provider is seeking a Senior Customer Success Manager to ensure client satisfaction and value realization. Responsibilities include managing customer relationships, using analytics for success improvement, and conducting business reviews. The role requires 5+ years in customer success, experience in managing significant portfolios, and is enhanced by proficiency in German. This position offers a hybrid work environment and extensive benefits.

Benefits

25 days holiday + birthday off

Life cover and pension

Flexible working hours

Modern office spaces

Volunteer days and charity donations

Qualifications

• 5+ years experience in a Customer Success Management role.
• Experience managing a portfolio of £1m plus ARR.
• Experience in managing large multinational organisations.

Responsibilities

• Be the primary point of contact for designated customers.
• Establish critical goals and performance indicators.
• Conduct regular business reviews post product implementation.

Skills

Customer Success Management

Account Management

Partnership Management

SaaS Environment Experience

Proficiency in German

Tools

Salesforce

Microsoft Office

Planhat

Miro

Job description

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.

Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. 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

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.
• Recognise, 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.

Knowledge, Skills and Experience Needed for the Job

• 5+ years experience in a Customer Success Management, Account Management or Partnership Management role
• Experience in managing a portfolio of £1m plus ARR
• Experience in managing large multinational organisations with 10,000 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, Microsoft office and Miro
• Experience within a fast paced, dynamic and entrepreneurial company
• Proficiency in the German language (either conversational or fluent) is preferred

Required attributes

• Excellent attention to detail.
• Ability to work independently and as part of a team.
• Must be organised and able to prioritise, multi-task, work under pressure and to deadlines.
• Proactive, motivated, calm and show initiative.
• Additional language – German speaker a big plus

Job Context and Other Relevant Information

Unily people are dynamic smart and forward thinking, are natural innovators with a passion for first class delivery and customer service.

This Job Description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.

Why Work For Unily?

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

• Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people.
• Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.
• The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.
• Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work.
• We offer a fantastic suite of benefits. Including 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 and so many more.

Our commitment to sustainability and giving back to the community.We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

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