Customer Success Manager

About Unily

Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.

We have recently been positioned as a market leader across the 2023 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. The only company in the industry with this standing. With these accolades we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Job Purpose

As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for a Customer Success Manager. Our Customer Success Managers are responsible for partnering with our clients to ensure the continued value realization of our product, thereby influencing client satisfaction rates, revenue growth, external advocacy participation, and continued product adoption. An effective Customer Success Manager will partner with multiple departments across our Unily business and that of the client. The successful candidate is structured, focused, flexible, and competent in building relationships. They understand how to act as the customer advocate internally, while also positively representing Unily within the customer business.

Main Responsibilities

Be the primary point of contact for designated portfolio of customers across varied sectors and industries focused on increasing their adoption and growth and ultimately both protecting and growing revenue

Working with customers to establish critical goals, or other key performance indicators that can be measured to determine success

Help customers to achieve success and increase adoption by understanding their vision and advising how the Unily platform can be leveraged to meet their requirements

Conduct regular business reviews post product implementation with client stakeholders to ensure return on investment is being achieved and platform objectives are evolving in line with business requirements.

Recognize, address, and escalate customer needs/issues cross-departmentally to ensure a quick resolution

Identify renewal risks and collaborate with internal teams to remediate and ensure a successful renewal

Prepare and educate customers on new features and releases and support in the implementation of these.

Maintain a deep understanding of the product, keeping up to date as it continuously evolves.

Requirements

3+ years experience in an Account Management or Customer Success Management role
Experience working in a SaaS environment
Experience using customer success software (ideally Planhat), CRM software (ideally Salesforce), and Microsoft Applications
You have clear verbal and written communication skills
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Experience within a fast paced, dynamic and entrepreneurial company
Excellent attention to detail.
Must be organised and able to prioritize, multi-task, work under pressure and to deadlines.
Flexible and able to pivot based on business needs and exposure to new information
Ability to work independently and as part of a team.
Proactive, motivated, calm and show initiative.

We are united by a shared purpose and are committed to truly understanding each other. We know that everyone is unique and has their own story. We strive to have a diverse workforce that embraces and celebrates one another. We are united in building connections and curious to learn from each other so that we continue to grow together to build the workplace of tomorrow.

Why Work for Unily?

In addition to a generous base salary and commission plan, here are somethings we think you will love:

Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.

We offer a fantastic suite of benefits: 23 vacation days, 10 sick days and 1 annual volunteer day. We offer medical, dental and vision coverage at $0 payroll cost at the employee-only coverage level and cover 50% for all other level. 1x your annual salary in Life and AD&D coverage at no cost to you. 3% match on your 401(k) and no vesting schedule after your first 90 days.

Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.

View Unily's USA Careers Privacy Notice here

CSM

New York, NY

Share on: