Senior Customer Success Manager — Enterprise, Hybrid Work

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

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.