Customer Success Manager

Unit4; United States; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible Leave

Remote working opportunities

Wellbeing days

Job summary

Unit4 is seeking a Customer Success professional to advocate for customers, translate insights into outcomes, and maximize value from Unit4 software investments. You will drive adoption, guide success plans, and collaborate with Sales on upsell opportunities, while ensuring retention and high customer satisfaction across a cloud ERP ecosystem.

You will engage with executive stakeholders, align goals with Product and Support, and travel up to 20% as necessary to nurture strategic relationships

Qualifications

• Strong ability to build customer relationships that drive retention and ARR growth.
• Excellent written and verbal English; additional languages are a plus.
• Experience in cloud software environments and ERP/HCM or financial planning is beneficial.

Responsibilities

• Be the voice of the customer (VoC) and internal advocate to improve outcomes and customer experience.
• Drive value realization and adoption by guiding success plans and value milestones.
• Identify upsell/cross-sell opportunities with Sales for qualified leads.
• Act as main contact for customers, manage risk, and support retention.
• Lead executive business reviews with C-level stakeholders and customer teams.
• Coordinate with Product, R&D, Support and Sales to address customer needs.

Skills

Customer relationships

English fluency

Communication skills

Stakeholder management

Job description

Описание: We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for. Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Задачи:

Be the voice of the customer (VoC) and their internal advocate, turning customer insights into actions that improve outcomes and experience. Drive customer value realization by helping customers achieve their desired business outcomes and maximize the value of their Unit4 investment. Increase product adoption and maturity through success planning, guidance, and value-added customer engagements. Identify and drive new sales opportunities (upsell/cross-sell) through qualified leads in collaboration with Sales. Act as the primary point of contact within Customer Success, proactively managing risk and supporting retention. Develop and maintain success plans with customers that align to their strategic objectives, milestones, and expected outcomes. Lead executive business reviews and strategic customer conversations with C-level stakeholders and customer management teams. Ensure customer goals, challenges, product needs, and value drivers are understood and communicated across Unit4 teams, including Product, R&D, Support, and Sales.

Требования:

Must have a passion for building strong customer relationships that drive retention of recurring revenue (ARR), expansion opportunities through Customer Success Qualified Leads (CSMQLs), and successful customer outcomes. The individual will understand customers' strategic goals and objectives, translate them into actionable success plans, and proactively track progress toward value realization. They are adaptable, curious, accountable, and collaborative, with the ability to work effectively across a broad range of internal and external stakeholders. Excellent communication and relationship management skills and fluent in English (verbal and written) Swedish, Dutch, German and/or French language skills would be considered a plus Responsible for retention and churn management across the portfolio, contributing to global retention objectives Responsible for driving adoption and effective utilization of the Success4U program Clear communicator with professional presence with empathy and enthusiasm Ability to lead through influence and trust Experience in a customer-facing role focused on driving customer value and business outcomes in a cloud software environment Technically literate and familiar with customer engagement technologies, best practices and trends Previous experience working within ERP, HCM and/or financial planning software industries is a plus. Availability to travel as necessary (up to 20%) Additional Information

Условия:

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness. We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated. We are reimagining how work makes people feel. a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all. Our commitment to equity Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs: Our focus to DEI remains central to who we are Inclusive hiring at Unit4: Building equal opportunities for all Background check : This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries – we'll handle it according to local privacy laws and keep your information safe. Questions? Feel free to reach out!