Enterprise Customer Success Manager

About Unily

Unily is the leading employee experience platform used by enterprises to connect, engage and inspire employees everywhere. Enterprises rely on Unily’s SaaS platform to transform employee engagement with AI-powered employee experience technology.

We have recently been positioned as a market leader across the 2023 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2022 Forrester Wave™: Intranet Platforms and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. With this accolade we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

We have offices across the UK, US and Australia working as one global team that trusts and respects each other. By creating a collaborative and encouraging atmosphere, we are all empowered to make a difference each and every day.

We cannot accept applications outside of: New York, New Jersey, Massachusetts, North Carolina, Ohio, Georgia, Florida, Texas, Washington, California, Illinois, Utah, Indiana, or Arizona.

Job Purpose

The Customer Success Team is the face and voice of Unily, reflecting the company's core values in its strategic collaboration with customers. As an ECSM, you bring significant experience partnering with Enterprise Clients to optimize their SaaS platform. The primary focus of this role is to ensure the Unily platform will become and remain a critical solution for our clients by building strong executive relationships and aligning platform capabilities to key business objectives.

You are responsible for partnering with our largest clients to ensure the continued value realization of our product; thereby influencing client satisfaction rates, revenue growth, external advocacy participation and continued product adoption.

To succeed in this role you must be agile, well rounded, client-centric, and innovative. You can map client organizations and understand the intricacies of executive stakeholder goals. The successful candidate can articulate the nuances of the client to influence both Unily and client initiatives accordingly. You are confident in sharing your knowledge and experience with the broader organization and you are willing to mentor other members of the team. You offer an informed perspective via thought leadership. You understand how to act as a customer advocate internally, while also positively representing Unily with the customer business.

This role will operate in a hybrid model from our New York office (and occasionally other Unily locations globally). This role will require frequent travel.

Main Responsibilities

• Own the overall relationship of a defined BoB, focused on increasing their adoption and growth
• Understand the dynamics of each client’s business and execute account plans to maximize Unily’s penetration throughout the organization
• Review customer health and flag and address any risks for churn
• Establish a long-term trusted advisor relationship with the customer and turn customers into Unily ambassadors
• Ensure clients recognize maximum value from the Unily soltuion- technology and services
• Identify and drive upsell and cross-sell opportunities
• Collaborate with clients to establish key performance indicators and aiding the customer in achieving their goals and evolving the platform to ensure continued success
• Network within the customer organization to build and maintain relationships at all levels of the customer organization with a focus on creating executive level, value-based engagement
• Demonstrate deep product knowledge of the Unily value propositions and use cases, while keeping up with industry trends and competitors
• Be the voice of the customer and collect feedback to drive continuous improvement across all areas including product
• Escalate customer needs/issues cross-departmentally and appropriately
• Maintain high customer satisfaction throughout the duration of the customer relationship guaranteeing contract renewal
• Maintain excellent knowledge of customer initiatives, roadmaps, rollout plans and issues
• Inspire colleagues with examples of handling client queries, finding innovative solutions for complex problems and client relationship management strategies.
  
  

Knowledge, Skills And Experience

• 7+ years’ experience in a SaaS organization in a senior customer success or a strategic consulting role
• Strong strategic vision for the customer experience alongside a sales mentality for identifying revenue growth opportunities Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP level contacts
• You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• Business acumen, sound decision making, analytical, and organizational skills in a fast-paced environment; a consultative approach to managing complex client relationships
• You have 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
• Enjoys working closely with customers to ensure complete satisfaction
• Unafraid to roll-up sleeves, get it done and "lead from the front”
• Genuine interest in helping others and helping other people succeed, with a passion for growing and coaching team members Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations
• Passion about business and dissatisfaction with status quo – always thinking of ways to improve/grow assigned clients
  
  

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 recognise 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.

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.

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