Senior Customer Success Manager, EMEA

Job Purpose

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 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.

Main Responsibilities:

• 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 approved 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.
• Recognize, 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.