Senior Customer Success Manager, EMEA

Unily; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

25 days holiday + birthday day off

Vitality life cover

Aviva pension (salary sacrifice)

Life assurance

Income protection

Volunteer day per year

Job summary

Unily, a leading AI-native employee experience platform, seeks a Senior Customer Success Manager to partner with multinational clients and ensure sustained value realization. You will influence retention, satisfaction, revenue growth and product adoption across diverse stakeholder groups.

The role requires a blend of relationship management and commercial acumen, with a focus on driving renewals and customer advocacy in a fast‑growing SaaS environment.

Qualifications

• 7+ years in a Customer Success, Account or Partnership role.
• Experience managing a portfolio of $2M+ ARR.
• Experience with large multinational organizations (15,000+ employees).
• SaaS experience and familiarity with digital workplace platforms.
• Knowledge of Planhat, Salesforce, Gong, Microsoft Office and Miro.

Responsibilities

• Be primary contact for designated portfolio and act as trusted advisor.
• Establish goals/KPIs with customers to measure success.
• Advise how the Unily platform meets client requirements to drive adoption.
• Use analytics to identify usage improvements and guide changes.
• Lead regular business reviews to ensure ROI and evolving objectives.
• Coordinate cross‑departmentally to resolve issues quickly.
• Identify renewal risks and drive remediation for renewals.
• Educate customers on new features and releases and assist implementation.
• Maintain deep product knowledge as it evolves.

Skills

Customer Success

Account Management

Partnership Management

SaaS experience

German or French language

Tools

Planhat

Salesforce

Gong

Microsoft Office

Miro

Job description

With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, Unily helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways, remove friction, increase clarity, and accelerate productivity so work moves faster.

Unily is a five‑time Leader in Employee Experience, recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience‑Centric Intelligent Digital Workspaces 2025. This analyst leadership is reinforced by strong customer validation, including G2 Crowd Leader recognition for exceptional usability and enterprise‑grade performance. Unily also holds the prestigious ClearBox “Intranet Choices 2025” award. 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 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 approved 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.
• Recognize, address, and escape 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

• 7+ years experience in a Customer Success Management, Account Management or Partnership Management role
• Experience in managing a portfolio of $2M plus ARR
• Experience in managing large multinational organizations with 15,000 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, Gong, Microsoft office and Miro
• Experience within a fast paced, dynamic and entrepreneurial company

Required attributes

• Excellent attention to detail.
• Ability to work independently and as part of a team.
• Must be organized and able to prioritize, multi‑task, work under pressure, and work to deadlines.
• Proactive, motivated, calm and show initiative.
• Professional fluency in German and/or French is required, with the ability to communicate effectively in both written and spoken formats.

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 commission plan, 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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