Senior Customer Success Manager, EMEA

Overview

In this Sr. CSM role, you partner with a portfolio of enterprise clients to maximise value from the Unily platform, drive retention and revenue growth, and foster advocacy. You work cross-functionally to align client goals with product capabilities, monitor adoption, and guide customers through new features. You act as a trusted advisor to clients while representing Unily inside their organization, helping to scale value realization across complex, multinational customers.

Pay / Benefits

• 25 days holiday plus birthday day
• Vitality life cover
• Aviva pension (salary sacrifice)
• life assurance
• income protection
• volunteering day per year

Responsibilities

• Serve as primary contact and trusted advisor for designated customer portfolio across industries
• Define measurable goals and KPIs with customers to track success
• Drive platform adoption by mapping client vision to Unily capabilities
• Leverage analytics to identify usage improvements and implement changes
• Conduct regular business reviews to ensure ROI and evolving platform objectives
• Identify and escalate customer issues cross-departmentally for fast resolutions
• Monitor renewal risks and collaborate with teams to secure renewals
• Educate customers on new features/releases and support rollout
• Maintain deep, up-to-date product knowledge as the platform evolves

Key requirements

• 7+ years in Customer Success, Account Management, or Partnership Management
• Experience managing portfolio of $2M+ ARR
• Experience handling large multinational organizations (15,000+ employees)
• SaaS experience
• Experience with digital workplace platforms (e.g., Jive, Interact, Jostle)
• Experience with CS tools such as Planhat, Salesforce, Gong, Microsoft Office, Miro
• Experience in a fast-paced, entrepreneurial environment

• Excellent attention to detail
• Solution-driven
• Independent and team-oriented
• Planhat
• Salesforce
• Gong

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