Customer Success Manager, EMEA

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.

Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 Gartner Magic Quadrant for Intranet Packaged Solutions, the 2024 Forrester Wave :
Intranet Platforms, and the IDC Market Scape:
Worldwide Experience-Centric Intelligent Digital Work spaces 2024. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

Bringing previous experience and incorporating industry best practices, our Senior Customer Success Managers (Sr CSM) are responsible for partnering with our clients to ensure the continued value realization of our product, thereby influencing client retention, satisfaction rates, revenue growth, external advocacy participation, and continued product adoption. An effective Sr CSM will independently partner with multiple stakeholders across our Unily business and that of the client.

The successful candidate will have a perfect blend of relationship management and commercial acumen. The candidate is structured, focused, flexible, and confident in sharing their knowledge and experience with the broader team. They understand how to act as the customer advocate internally, while also positively representing Unily within the customer business.

• Be the primary point of contact for designated portfolio of customers across varied sectors and industries establishing a trusted advisor relationship and acting as the customer advocate into the business
• 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
• Use analytics data and other measurement tools to understand where usage of the product can be improved and work with customers to implement change
• 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.
• Recognise, 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.

• 5+ years experience in a Customer Success Management, Account Management or Partnership Management role
• Experience in managing a portfolio of £1m plus ARR
• Experience in managing large multinational organisations with 10,000 plus employees
• Experience working in a SaaS environment
• Experience working with digital workplace platforms either as a manager or end user e.g. Jive, Interact, Jostle
• Experience in using customer success tools such as Planhat, Salesforce, Microsoft office and Miro
• Experience with in a fast paced, dynamic and entrepreneurial company
• Proficiency in the German language (either conversational or fluent) is preferred

• Excellent attention to detail.
• Ability to work independently and as part of a team.
• Must be organised and able to prioritise, multi-task, work under pressure and to deadlines.
• Proactive, motivated, calm and show initiative.
• Additional language - German speaker a big plus

Unily people are dynamic smart and forward thinking, are natural innovators with a passion for first class delivery and customer service.

This Job Description is intended to provide guidance on the range of duties associated with the role. It may be changed to reflect or anticipate changes or to undertake additional duties as required by the Leadership Team.

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love:

• Our awesome team culture. We are focused on achieving results as a team and having fun while 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…