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Senior Enterprise Client Success Manager

2 months ago

New York, New York, United States Unily Full time
About Unily

Unily stands as the premier employee experience platform designed for enterprises to connect, engage, and inspire their workforce globally. Our SaaS platform is pivotal in transforming employee engagement through advanced AI-driven technology.

Recently recognized as a market leader in 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, we are on an exciting growth trajectory, welcoming individuals who are eager to contribute to our mission.

Our global presence spans the UK, US, and Australia, fostering a collaborative environment where trust and respect are paramount. We strive to create a supportive atmosphere that empowers every team member to make a meaningful impact.

Role Overview

The Customer Success Team serves as the face and voice of Unily, embodying the company's core values through strategic collaboration with clients. As a Senior Enterprise Customer Success Manager, you will leverage your extensive experience in partnering with Enterprise Clients to enhance their utilization of our SaaS platform. Your primary objective will be to ensure that the Unily platform becomes an indispensable solution for our clients by cultivating robust executive relationships and aligning platform features with their business goals.

Your responsibilities will include collaborating with our largest clients to guarantee ongoing value realization from our product, thereby influencing client satisfaction, driving revenue growth, encouraging external advocacy, and promoting continued product adoption.

To excel in this position, you must be adaptable, well-rounded, client-focused, and innovative. You should possess the ability to navigate client organizations and comprehend the complexities of executive stakeholder objectives. The ideal candidate will effectively communicate insights and experiences to the broader organization and mentor team members, providing thought leadership. You will act as a customer advocate internally while positively representing Unily in client interactions.

This position operates in a hybrid model, requiring occasional travel.

Key Responsibilities
  • Manage the overall relationship with designated clients, focusing on increasing their adoption and growth.
  • Analyze each client's business dynamics and implement account strategies to maximize Unily's presence within their organization.
  • Monitor customer health and proactively address any potential risks for churn.
  • Establish long-term trusted advisor relationships with clients, transforming them into Unily advocates.
  • Ensure clients derive maximum value from the Unily solution, including technology and services.
  • Identify and pursue upsell and cross-sell opportunities.
  • Collaborate with clients to set key performance indicators and assist them in achieving their objectives while evolving the platform for sustained success.
  • Network within client organizations to build and maintain relationships at all levels, emphasizing executive-level, value-based engagement.
  • Demonstrate comprehensive product knowledge of Unily's value propositions and use cases while staying informed about industry trends and competitors.
  • Act as the voice of the customer, gathering feedback to drive continuous improvement across all areas, including product development.
  • Escalate customer needs and issues appropriately across departments.
  • Maintain high levels of customer satisfaction throughout the relationship, ensuring contract renewals.
  • Stay well-informed about customer initiatives, roadmaps, rollout plans, and challenges.
  • Inspire colleagues with examples of effective client query management, innovative problem-solving, and relationship management strategies.
Qualifications and Skills
  • 7+ years of experience in a SaaS organization in a senior customer success or strategic consulting role.
  • Strong strategic vision for customer experience, coupled with a sales-oriented mindset for identifying revenue growth opportunities.
  • Proven customer advocacy skills with the ability to engage directly with clients and build relationships with C-level and VP-level contacts.
  • Comfortable preparing and delivering formal executive business reviews (EBR) to senior executives, focusing on project milestones and customer health.
  • Strong business acumen, decision-making capabilities, analytical skills, and organizational skills in a fast-paced environment; consultative approach to managing complex client relationships.
  • Experience with customer success software (ideally Planhat), CRM software (ideally Salesforce), and Microsoft Applications.
  • Excellent verbal and written communication skills.
  • Proactive team player with innovative ideas for user adoption and churn mitigation.
  • Passionate about ensuring customer satisfaction.
  • Willing to take initiative and lead by example.
  • Genuine interest in helping others succeed, with a commitment to mentoring team members.
  • Ability to prioritize multiple responsibilities, balancing client deliverables across various projects and internal obligations.
  • Driven by a passion for business and a desire to improve and grow assigned clients.
Why Choose Unily?

Alongside a competitive base salary and commission structure, we offer several benefits that enhance your experience with us:

Team Culture: We prioritize achieving results collaboratively while enjoying the process. Our team is friendly and dedicated.

Leading Product: We take pride in our continuously evolving product, using it internally and equipping you and our clients to become Unily experts.

Flexibility: We support a hybrid work model and encourage a sustainable work-life balance.

Modern Office Spaces: Our offices are designed to feel welcoming, with amenities like a well-stocked kitchen and pet-friendly policies.

Comprehensive Benefits: We provide 23 vacation days, 10 sick days, and 1 annual volunteer day, along with medical, dental, and vision coverage at no payroll cost for employee-only coverage. We also offer a 3% 401(k) match with no vesting schedule after 90 days.

Commitment to Sustainability: We are dedicated to our environmental and social impact, offering paid volunteering days and employee matching charity donations.

At Unily, we are united by a shared purpose and committed to understanding and celebrating our diverse workforce. We strive to build connections and learn from one another as we grow together to create the workplace of tomorrow.