Enterprise Customer Success Manager

Overview

About Unique IQ
At Unique IQ we’re transforming how care is delivered through smarter, more efficient software. As we accelerate innovation including AI assisted features, we’re looking for an Enterprise Customer Success Manager who is responsible for managing and growing a portfolio of high-value, complex enterprise clients. The role focuses on retention, expansion and long-term strategic partnerships, with a strong emphasis on commercial performance, contract negotiation and value-led selling.

Account Management

• Manage a portfolio of enterprise or multi-site customers.
• Act as the main point of contact for commercial and account-related matters.
• Build effective working relationships with key customer contacts.
• Support customers to get value from the product or service.

Commercial & Negotiation

• Support and lead renewal and upsell conversations with customers.
• Negotiate contract terms, pricing changes and service variations in line with company guidelines.
• Handle commercial queries and objections in a professional and confident manner.
• Work with senior colleagues on more complex commercial negotiations where required.

Customer Retention & Growth

• Identify opportunities for account growth through additional products or services.
• Monitor account health and flag risks early.
• Help resolve commercial issues and escalate where appropriate.

Internal Coordination

• Liaise with support, onboarding and product teams to ensure customer needs are understood.
• Maintain accurate account records in the CRM system.
• Contribute to account reviews and internal reporting.

Skills & Experience

Essential

• Experience in an Account Management or Customer Success role, ideally with larger or more complex customers.
• Good commercial awareness with confidence discussing pricing and contracts.
• Strong negotiation and objection-handling skills.
• Organised with the ability to manage multiple accounts effectively.
• Professional communicator, written and verbal.

Desirable

• Experience working in a SaaS or service-based business.
• Experience handling renewals and contract changes.
• Experience using a CRM system.

• Commercially minded and customer-focused.
• Confident having commercial conversations.
• Resilient and professional under pressure.
• Team-oriented with a proactive approach.

• Renewal rate
• Account growth (upsell/cross-sell)
• Customer satisfaction
• Accuracy of CRM data and forecasts

Why You’ll Love Working Here:

• Purposeful work – we’re helping businesses do more, better
• Autonomy and trust – we give you space to thrive and make your mark
• Supportive culture – friendly, down-to-earth people who’ve got your back
• Hybrid flexibility – balance your work and life in a way that works for you
• Room to grow – shape your role and grow as we do

What we offer:

• Base salary dependent upon experience level
• 25 days plus bank holidays.
• We don t believe anyone should work on their birthday, so have the day off on us.
• Flexible hybrid working model
• Ongoing professional and personal development opportunities
• Supportive and inclusive company culture
• Access to an employee benefits, perk, and wellness platform