Enterprise CSM (London)

Unit21, Inc.; United States; Remote; USD 108,000 - 121,000; Full time

Benefits offered by this job

Un IPO equity

Company-paid medical, dental, vision

Unlimited PTO and generous leave

401(k) and learning stipend

Home office setup support

Inclusive, high-ownership culture

Job summary

Unit21, Inc. is seeking a Customer Success Manager to drive value with our strategic customers, guiding relationships, strategy, and opportunities for ongoing partnership. This is a remote role with London-based operations and a focus on high-impact account growth.

You will act as the main point of contact for enterprise customers, nurturing relationships, and leading initiatives to expand and retain ARR above $200k. Travel to customer sites may be required.

Qualifications

• 5+ years of customer-facing experience focused on retention, growth and account strategy.
• Experience managing complex retention and cross-sell opportunities with the ability to lead negotiations for accounts $200k+ ARR.
• Ability to thrive independently in a dynamic environment and manage multiple ongoing projects.
• Ability to travel to see customers on-site as required.
• Process-oriented mindset for identifying patterns and improving ongoing processes.
• Outstanding project management and organizational skills with ownership mindset.
• Curiosity and learning mindset to gain product knowledge and understand the customer business.

Responsibilities

• Act as the main point of contact for enterprise customers, guiding them on best engagement with Unit21 based on their needs.
• Leverage meetings and engagement styles to create broad and deep relationships to understand success criteria and tell Unit21's value story.
• Drive business growth by identifying new use cases and pain points within fraud and AML workflows, owning NRR for your book of business.
• Act as a customer advocate internally, bringing trends and feedback to the team backed by data.

Skills

Customer-facing experience

Account strategy

Negotiations

Relationship building

Project management

Job description

For many people, the most important aspect of a new role is mission alignment. At Unit21, we’re dedicated to fighting financial crime. We’re building out a suite of AI tooling to make detection & investigation so efficient that many vectors of wrongdoing will be eliminated. Our calling card in the industry is customizability and putting control in the hands of Fraud & AML agents to help them work with speed, accuracy, and trust. Unit21 is a place to work for those who want to make a difference.

Job Description

This is a remote position.

Abouttherole:

WearelookingforaCustomerSuccessManagertojoinourteamatUnit21.Yougoalwillbetodrivevalueacrossourstrategiccustomers,leadingcustomerrelationshipsandstrategyandidentifyingopportunitiesforfurtherpartnership.

Whatyou’llbedoing:

• Actasthemainpointofcontactforenterprisecustomers,guidingthemonbestengagementwithUnit21basedontheircurrentandevolvingneeds
  
• Leveragemeetingsandvariousengagementstylestocreatebroadanddeeprelationshipsinordertounderstandtheirsuccesscriteria,helptellthestoryofUnit21’svaluetotheirbusiness,andretaintheirongoingbusiness
  
• Drivebusinessgrowth(upsellandcrosssell)byidentifyingnewusecasesandpainpointswithinthecustomersfraudandAMLworkflows,owningNRRforyourbookofbusiness
  
• Actasacustomeradvocateinternally,bringingtrendsandfeedbacktotheteambackedbydata
  

Whatwe’relookingfor:

• 5+yearsofcustomerfacingexperiencewithafocusonretention,growthanddrivingaccountstrategy
  
• Experiencemanagingcomplexretentionandcrosssellopportunities,withtheabilitytoleadnegotiationsforaccounts$200k+ARR.Youthinkthroughleversavailableandhowtoleadtheconversationwithvalue.
  
• Abilitytothriveindependentlyandwithasmallteamwithahighlydynamicworkenvironment,switchingrapidlyfromstrategytoexecutiontohandlemultipleongoingprojects.Youcandemotheproducttoanewuser,holdanexecutivebusinessreview,iterateonanAIAgent,andsynthesizeproductfeedbackacrossthespanofafewhours.
  
• Abilitytobuildlong-lastingrelationshipswithvariousteammembersandroles,internallyandexternally,withtheabilityandwillingnesstotraveltoseecustomerson-siteasrequired.Youbelievethatrelationshipsarecriticaltosuccess,groundedbyanunderstandingofgoals.
  
• Aprocess-orientedmindset,withaknackforidentifyingrecurringpatternsandcapitalizingonthembyimprovingtheongoingprocess.Yousynthesizetrends,calloutrisksandcreatesustainablewaysofleveragingtechnology.
  
• Outstandingprojectmanagementandorganizationskills,andanownershipmindsetdemonstratedbystrongworkethic.Youuseaprojectplanforaccountabilityinternallyandexternally,creatingclearvisibilityandprojectmomentum.
  
• Senseofcuriosityandlearning-focusedoninternalproductknowledgeandexternallyonthecustomerbusiness.Youdiveindeepwithahungertobeaproductexpert.
  

WorkLocation:

ThisisaremotepositioninLondon.

Compensation:

Thestandardbasepayrangeforthisroleis£80,000-£90,000annually.Thisrangedoesnotincludebonuses,equity,orotherincentives.

WhatWeOffer

• Competitivesalaryandpre-IPOequity
  
• 100%company-paidmedical,dental,andvisioninsurance(employee)
  
• UnlimitedPTOandgenerousleaveprograms
  
• 401(k),learning&developmentstipend,andhomeofficesetupsupport
  
• Inclusive,high-ownershipculturefocusedonimpact,innovationandgrowth
  

Unit21isanequalopportunityemployer.Weencouragecandidatestoapplyeveniftheydonotmeeteverylistedrequirement.Wearecommittedtobuildingadiverse,inclusiveworkforce.