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Senior Enterprise Client Success Manager

2 months ago

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

Unily collaborates with some of the largest and most intricate enterprises to enhance Organizational Velocity through transformative digital Employee Experience solutions. Renowned brands, such as Este Lauder Companies, CVS Health, and British Airways, leverage Unily's leading Employee Experience platform to boost productivity, streamline communication, and cultivate a highly interconnected workplace.

Recently recognized as a market leader in the 2023 Gartner Magic QuadrantTM for Intranet Packaged Solutions, the 2024 Forrester WaveTM: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024, Unily stands out as the only company in the industry with such accolades. As we continue to grow, we seek individuals who are enthusiastic about joining us on this exciting journey.

Job Purpose

The Customer Success Team embodies the voice and face of Unily, reflecting the company's core values through strategic collaboration with clients. As a Senior Enterprise Customer Success Manager, you will utilize your extensive experience in partnering with Enterprise Clients to maximize their SaaS platform's potential. Your primary objective will be to ensure that the Unily platform evolves into a vital solution for our clients by establishing robust executive relationships and aligning platform functionalities with key business goals.

Your responsibilities will include partnering with our largest clients to guarantee ongoing value realization from our product, thereby influencing client satisfaction, revenue growth, external advocacy participation, and sustained product adoption.

To excel in this role, you must be adaptable, well-rounded, client-focused, and innovative. You should be capable of mapping client organizations and comprehending the complexities of executive stakeholder objectives. The ideal candidate will effectively communicate the nuances of the client to influence both Unily and client initiatives. You will confidently share your expertise with the broader organization and be willing to mentor team members, providing thought leadership. You will also act as a customer advocate internally while positively representing Unily externally.

Main Responsibilities
  • Oversee the overall relationship of a defined Book of Business, concentrating on enhancing their adoption and growth.
  • Comprehend the dynamics of each client's business and implement account plans to maximize Unily's presence within the organization.
  • Assess customer health and proactively address any risks of churn.
  • Establish a long-term trusted advisor relationship with clients, transforming them into Unily ambassadors.
  • Ensure clients derive maximum value from the Unily solution, encompassing both technology and services.
  • Identify and drive 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 continued success.
  • Network within the customer organization to build and maintain relationships at all levels, focusing on 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 promote continuous improvement across all areas, including product development.
  • Escalate customer needs and issues appropriately across departments.
  • Maintain high customer satisfaction throughout the relationship, ensuring contract renewals.
  • Stay well-informed about customer initiatives, roadmaps, rollout plans, and challenges.
  • Inspire colleagues by sharing examples of effectively handling client inquiries, devising innovative solutions for complex issues, and implementing client relationship management strategies.
Knowledge, Skills, and Experience
  • 7+ years of experience in a SaaS organization in a senior customer success or strategic consulting capacity.
  • Strong strategic vision for customer experience coupled with a sales-oriented mindset for identifying revenue growth opportunities.
  • Proven customer advocacy skills with the ability and willingness 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-specific milestones and customer health.
  • Possess business acumen, sound decision-making abilities, analytical skills, and organizational capabilities in a fast-paced environment; adopt a 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.
  • Enjoy working closely with clients to ensure complete satisfaction.
  • Willing to take initiative, get tasks done, and lead by example.
  • Genuine interest in helping others succeed, with a passion for mentoring and developing team members.
  • Able to prioritize multiple responsibilities, balancing client deliverables across various projects alongside internal obligations.
  • Passionate about business and committed to continuous improvement and growth for assigned clients.
Why Work for Unily?

In addition to a competitive base salary and commission structure, we offer several benefits that we believe you will appreciate:

Our vibrant team culture. We emphasize achieving results collaboratively while enjoying the process. You will find a friendly and dedicated group of individuals here.

Our leading-edge product. We take pride in our continuously evolving product, which we use and love internally, providing the necessary tools and resources for you (and our clients) to become Unily experts.

The flexibility we provide. We operate on a hybrid model and recognize that life happens, promoting a sustainable work/life balance.

Our modern office spaces. When you need to be in the office, we aim to create a comfortable environment. Our facilities include a well-stocked kitchen, ample parking, and the option to bring your dog to work.

A comprehensive benefits package: 23 vacation days, 10 sick days, and 1 annual volunteer day. We offer medical, dental, and vision coverage at no payroll cost for employee-only coverage and cover 50% for all other levels. Life and AD&D coverage equal to 1x your annual salary at no cost to you. A 3% match on your 401(k) with no vesting schedule after your first 90 days.

Our commitment to sustainability and community engagement. We understand the importance of working for an organization that prioritizes its environmental and social impact. We proudly offer 1 fully paid volunteering day per year, an employee matching charity donation program, and options to lease an Electric Vehicle through our salary sacrifice scheme.