Client Success Executive

Unifocus is an integrated workforce management software platform offering intelligent automation for daily work orders management, housekeeping activities, facility maintenance, survey solutions, scheduling & labour management, and time & attendance built for the hospitality market and other dynamic scheduling environment.

We support hotels, restaurants, casinos, and more with our innovative web-based and mobile software suite. Some of the chains we work with include Hilton, Rosewood, Shangri La, Accor, IHG, Hoxton, Corinthia, Oetker Collection etc. We are a small but growing team, and you'll have opportunities to express yourself and make meaningful contributions to our products and the company.

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We are seeking a motivated and customer-focused Client Success Executive to join our growing Client Success team, supporting clients In Europe. Working alongside our Client Success Managers (CSMs), the individual in this role will help ensure our clients continue to derive value from the Unifocus platform by providing day-to-day support, assisting with client requests, and helping to drive platform adoption.

The Client Success Executive will support CSMs by responding to client queries, completing platform configuration changes, coordinating client follow-up activities, and managing a portfolio of Tier 4 clients. This role is an excellent opportunity to develop technical product knowledge, build strong client relationships, and gain experience across all aspects of the Client Success function, with a clear progression path to becoming a Client Success Manager.

Our Client Success Executives work closely with Client Success Managers, Support, Product, and Implementation teams to deliver an outstanding client experience throughout the customer lifecycle.

This is an entry-level role and an excellent opportunity for someone looking to begin a career in the SaaS industry. Whether you have a background in hospitality, customer service, or technology, you will receive the training, support, and development needed to build a successful career in Client Success.

Our Client Success team provides the primary point of contact for new client onboarding as they transition from implementation to ongoing support and enablement. Client Success Executives support this process by assisting Client Success Managers with onboarding activities, coordinating follow-up actions, completing platform configuration changes, and responding to client queries. They play an important role in helping clients become effective and successful with Unifocus in the shortest possible timeframe, while ensuring the onboarding process remains organised, consistent, and aligned with each client's needs.

Our Client Success team monitors the health of client relationships to ensure clients continue to gain value from the Unifocus platform. Client Success Executives support this by responding to day-to-day client queries, monitoring client activity, identifying potential issues, and escalating opportunities or risks to the appropriate Client Success Manager. They work closely with the Unifocus Client Services (Support), Product, and Implementation teams to help coordinate and expedite the resolution of client issues, ensuring a positive client experience.

Client Success Executives play an important role in helping clients maximise the benefits of the Unifocus platform by providing timely assistance, responding to client queries, and supporting Client Success Managers with platform configuration and best practice guidance. They build positive working relationships with clients through regular interactions and work closely with the wider Client Success team to ensure clients receive a consistent and high-quality experience.

Client Success Executives support client retention by helping to drive adoption and effective use of the Unifocus platform across their assigned clients. They proactively assist with client requests, encourage best practice usage, and ensure follow-up actions are completed in a timely manner. By delivering an excellent client experience and identifying potential risks or opportunities, they support Client Success Managers in maintaining high levels of client satisfaction and long-term success.

They will also independently manage a portfolio of Tier 4 clients, ensuring they receive the same high standard of…