Digital Customer Success Manager

Unily; London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading company in digital employee experience is seeking a Customer Success role focused on enhancing customer value through collaboration and innovative solutions. The position involves engaging with customers, managing queries, and supporting initiatives to improve service delivery. Join a dynamic team committed to diversity and growth, offering flexible work arrangements and a comprehensive benefits package.

Benefits

Flexible hybrid work arrangements

Comprehensive benefits package

Paid volunteering days

Dog-friendly policies

Qualifications

• Customer-first mentality focusing on service and community.
• Strong communication and empathetic listening skills.
• Intermediate knowledge of Planhat.

Responsibilities

• Host monthly success calls and manage customer queries.
• Support data integrity initiatives in Planhat.
• Contribute to customer-facing digital innovation roadmap.

Skills

Customer-first mentality

Collaboration skills

Communication skills

Empathetic listening

Solution-oriented mindset

Tools

Planhat

Job description

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.

Unily is the only triple leader recognized by all three of the major analysts. It 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 passionate individuals joining us on this exciting journey.

Job Purpose

Our digital vision is to deliver scaled, integrated experiences across our customer base, providing a seamless offering that drives undeniable value for our customers and sustainable efficiency across our business. While digitization and automation are ongoing, our customers benefit from 1-to-many engagements, a community-led approach, and self-service resources to help them achieve value.

Reporting to the Head of Digital Customer Success, this high-exposure role collaborates with CSMs, Operations, and Community experts to drive customer value through project-based and programmatic initiatives, ensuring our customers derive value from our offerings.

This role involves developing an understanding of the end-to-end customer lifecycle, collaborating across teams to deliver a consistent, aligned, and enduring customer experience.

Main Responsibilities

Customer Engagement:

• Host pre- and post-event facilitation of monthly success calls (webinars) and open hours (interactive AMA sessions).
• Track, respond to, and manage incoming customer queries for the Success Hub team.
• Respond promptly to tasks triggered by emerging risks or opportunities, such as customer survey responses or health alerts.

Playbook Adherence:

• Participate in virtual event planning and scheduling.
• Support initiatives to ensure data integrity and normalization in Planhat, e.g., contact identification and management.

Other Exciting Opportunities:

• Contribute to and coordinate initiatives related to the customer-facing digital innovation roadmap.

Requirements

• Customer-first mentality focusing on service, community, or customer success experiences.
• Curious and eager to learn about the Unily product.
• Excellent collaboration skills and ability to work autonomously and transparently.
• Clear communication skills with personality shining through virtual or email interactions.
• Intrinsic understanding of the ‘why’ and a solution-oriented mindset.
• Strong communication and empathetic listening skills to understand business and customer needs.
• Proven ability to engage and influence internal and external teams for buy-in.
• Intermediate knowledge and use of Planhat.
• Understanding of data quality and integrity, with a willingness to support operational objectives to ensure top-notch execution.

We are committed to diversity, understanding, and growth, aiming to build a workplace that celebrates individuality and learning.

Why Work For Unily?

In addition to a competitive salary and discretionary bonus, benefits include:

• Our collaborative team culture focused on results and fun.
• Industry-leading product that we use and love internally.
• Flexible hybrid work arrangements supporting work/life balance.
• Modern office spaces with amenities like a well-stocked kitchen and dog-friendly policies.
• Comprehensive benefits package, including holidays, life cover, pension, and more.
• Commitment to sustainability and community involvement, including paid volunteering days and charity donation schemes.