Enterprise Customer Success Manager

Unit21; United States; Remote; USD 160,000 - 200,000; Full time

Benefits offered by this job

Pre-IPO equity

Medical, dental, and vision insurance

Unlimited PTO and generous leave

Job summary

Unit21 is seeking a Customer Success Manager to lead relationships with our enterprise customers and guide strategy to identify opportunities for broader partnership. This is a fully remote role with eligibility in the US and Canada.

You will serve as the main contact for customers, drive retention and growth, and articulate Unit21's value to executives. The role requires 5+ years in customer-facing roles and comfort negotiating for multi-hundred thousand ARR deals.

Qualifications

• 5+ years in customer-facing roles with focus on retention, growth and account strategy.
• Experience managing complex retention and cross-sell opportunities (e.g., $200k+ ARR).
• Ability to manage multiple projects independently in a dynamic environment and communicate with executives.

Responsibilities

• Be the main contact for enterprise customers and guide engagement with Unit21.
• Develop broad and deep relationships to understand success criteria and demonstrate value.
• Drive growth through upsell/cross-sell by identifying new use cases and pain points.
• Advocate for customers internally and feed trends back to the team with data.

Skills

Customer success management

Account strategy

Negotiation

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.

This is a remote position.

About the role:

We are looking for a Customer Success Manager to join our team at Unit21. You goal will be to drive value across our strategic customers, leading customer relationships and strategy and identifying opportunities for further partnership.

What you’ll be doing:

• Act as the main point of contact for enterprise customers, guiding them on best engagement with Unit21 based on their current and evolving needs
• Leverage meetings and various engagement styles to create broad and deep relationships in order to understand their success criteria, help tell the story of Unit21’s value to their business, and retain their ongoing business
• Drive business growth (upsell and cross sell) by identifying new use cases and pain points within the customers 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

What we’re looking for:

• 5+ years of customer facing experience with a focus on retention, growth and driving account strategy
• Experience managing complex retention and cross sell opportunities, with the ability to lead negotiations for accounts $200k+ ARR. You think through levers available and how to lead the conversation with value.
• Ability to thrive independently and with a small team with a highly dynamic work environment, switching rapidly from strategy to execution to handle multiple ongoing projects. You can demo the product to a new user, hold an executive business review, iterate on an AI Agent, and synthesize product feedback across the span of a few hours.
• Ability to build long-lasting relationships with various team members and roles, internally and externally, with the ability and willingness to travel to see customers on-site as required. You believe that relationships are critical to success, grounded by an understanding of goals.
• A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process. You synthesize trends, call out risks and create sustainable ways of leveraging technology.
• Outstanding project management and organization skills, and an ownership mindset demonstrated by strong work ethic. You use a project plan for accountability internally and externally, creating clear visibility and project momentum.
• Sense of curiosity and learning - focused on internal product knowledge and externally on the customer business. You dive in deep with a hunger to be a product expert.

Work Location:

This is a remote position.

Remote work is currently limited to candidates located in the following states:

AZ, CA, CO, GA, ID, IL, KS, MA, MD, MI, NJ, NY, OR, PA, RI, TX, WA, or Canada

Compensation:

The standard base pay range for this role is $160,000 - $200,000 annually. This range does not include bonuses, equity, or other incentives.

What We Offer

• Competitive salary and pre-IPO equity
• 100% company-paid medical, dental, and vision insurance (employee)
• Unlimited PTO and generous leave programs
• 401(k), learning & development stipend, and home office setup support
• Inclusive, high-ownership culture focused on impact, innovation, and growth

Unit21 is an equal opportunity employer. We encourage candidates to apply even if they do not meet every listed requirement. We are committed to building a diverse, inclusive workforce.