Senior Customer Success Manager

UNIT4 NV; Warszawa; Hybrid; PLN 180,000 - 240,000; Full time

Job summary

UNIT4 NV is seeking a Senior Customer Success Manager to lead customer success efforts and ensure clients fully leverage our products and services. You will guide clients through a tailored success plan, collaborate on Success Points, and enable access to premium education resources.

You will act as the Voice of the Customer, turning insights into actions, and work with the sales team to identify up/cross-sell opportunities to maximize client value.

Qualifications

• A deep understanding of customer success strategies and best practices.
• Strong project management skills and a customer-first mindset.
• Ability to guide clients through tailored success plans and educational resources.

Responsibilities

• Develop and implement customized success plans with goals, timelines, KPIs, and action items for each client.
• Act as the primary client contact to foster long-term relationships and maximize value from Success Points and available resources.
• Coordinate access to premium education content for administrators and end-users and conduct onboarding sessions.
• VoC: gather feedback and data to inform improvements and advocated actions for clients.

Job description

As a Senior Customer Success Manager, you will play a critical role in driving customer satisfaction and success by ensuring that clients fully leverage our products and services. Your mission will be to guide clients through a tailored success plan, built collaboratively to meet their unique business needs and objectives. You will be their trusted advisor, helping them navigate their Success Catalogue options, utilize their Success Points effectively, and access our specialized educational resources. This position requires a deep understanding of customer success strategies, outstanding project management skills, and a customer-first mindset.

Key Responsibilities

• Success Planning: Develop and implement a customized success plan for each client, with clear goals, timelines, KPIs, and action items. Regularly check in with clients to monitor progress, address challenges, and adjust strategies as needed.
• Customer Engagement: Act as the primary point of contact for clients, fostering long-term relationships and continuously enhancing their experience. Collaborate with clients to maximize the value of their Success Points and provide guidance on available resources and services.

• Education and Enablement: Support client teams by coordinating access to premium education content for administrators and end-users. Conduct onboarding sessions to introduce clients to available educational resources, ensuring they are well-equipped to make the most of our products.Be the Voice of the customer (VoC) and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience; Turn insights into action.
• Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) in cooperation with your colleagues in sales.