Customer Success Manager

Position: Customer Success Manager (Permanent)
Customer Success Manager

Hybrid – 2 days per week in the office (Caerphilly)

Salary: £34,000–£36,000 + Commission + £300 monthly car allowance

Client Travel: 2–4 days per month

Unify are proud to be exclusively representing an award-winning, rapidly expanding AI technology company, as they embark an exciting period of growth.

The Role

This is a hybrid Customer Success and Account Management role focused on onboarding, adoption, value realisation, and growth across key client accounts.

The successful candidate will act as the primary point of contact for customers post-sale, ensuring smooth onboarding, strong engagement, and long-term success. They will work closely with commercial, product, and technical teams to help clients maximise value from the AI-powered platform. They will report into and work closely with the Commercial Manager to support account growth and revenue objectives.

This role would suit someone who enjoys combining relationship management with technology, problem-solving, and digital innovation.

Key Responsibilities

They will:

* Manage and grow relationships with key client accounts across multiple sectors

* Act as the primary point of contact for onboarding, support, and success planning

* Translate client needs into clear project briefs and delivery plans

* Ensure successful project delivery on time and within scope

* Monitor platform usage and account performance, identifying opportunities to improve adoption and impact

* Produce regular client reports, impact summaries, and presentations

* Lead renewal conversations and identify expansion opportunities

* Prepare quotes and contribute to proposal writing for renewals, upsells, and new opportunities within existing accounts

* Support commercial processes in collaboration with the Commercial Manager

* Represent the business at meetings, workshops, and industry events

* Configure demo environments and support technical walkthroughs

* Deliver product demonstrations to both technical and non-technical audiences

* Create customer-facing resources such as guides, slide decks, and video walkthroughs

* Build sample AI workflows or LLM-powered use cases within the platform to support demonstrations and onboarding

They will be expected to confidently walk customers through technical workflows without relying heavily on engineering support.

Essential Experience and Requirements

The ideal candidate will have:

* Proven experience in Customer Success, Account Management, or B2B relationship management

* Prior experience in a customer-facing role within a B2B SaaS company where the product had meaningful technical complexity

* Experience preparing quotes and contributing to proposal writing in a commercial environment

* Experience working with or demoing SaaS platforms (ideally in AI/ML, EdTech, or developer tools) - Bonus / Not essential

* Comfort navigating technical concepts such as APIs, LLMs, prompt engineering, or agent-based workflows (they do not need to build them from scratch, but must be able to understand and clearly explain them) - Bonus / Not essential

* Ability to independently learn new software tools and confidently deliver product demonstrations

* Strong stakeholder engagement and communication skills

* Commercial awareness and ability to identify growth opportunities

* Confidence using CRMs, dashboards, and collaboration tools

* Experience creating customer-facing materials (e.g. Canva, Loom, OBS, PowerPoint, or similar tools)

* Strong organisational and time-management skills

Desirable / Nice to Have

* Hands-on experience with AI platforms, chatbot builders, or no-code/low-code automation tools

* Familiarity with RAG (Retrieval-Augmented Generation), vector databases, or agentic AI workflows

* Basic understanding of APIs, webhooks, or integration platforms (e.g. Zapier, Make)

* Experience configuring integrations or building lightweight automation workflows

* Background in digital learning, education technology, or workforce development

Personal Attributes

The successful candidate should:

Be proactive and take ownership

Demonstrate a strong “can do” attitude

Be naturally curious and eager to learn

Go the extra mile for clients and colleagues

Be comfortable suggesting new ideas and improvements

Work collaboratively and thrive as part of a growing team

Be motivated by purpose-driven work and the impact of learning technology

What We Offer

Salary: £34,000 - £36,000 + commission + annual performance bonus

Hybrid and flexible working (home and office-based)

Opportunities for professional growth within a fast-scaling business

Collaborative, innovative culture focused on impact and learning

Benefits:

Free parking

Life insurance

Private medical insurance

Work from home

Please apply by submitting your latest CV for immediate review by our Talent team.

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