Customer Success Manager
Role Details
Job Title:
Customer Success Manager
Recruiting Manager:
Vice President Customer Success
Department:
Customer Success
Hours / Base:
Full-time / US / Remote
Role Specification
Role Purpose:
Unifyr is looking for an individual to join our Customer Success team. The Customer Success Manager serves as a strategic trusted advisor and program owner for a portfolio of Unifyr clients, driving measurable business outcomes, platform adoption, and long-term customer value. This role combines strategic relationship management with tactical execution to ensure customers achieve their business objectives while maximizing platform ROI. The ideal candidate is a consultative partner who can navigate complex organizational structures, identify growth opportunities, and orchestrate cross-functional resources to deliver exceptional customer experiences that drive retention, expansion, and advocacy.
Role Responsibilities
Strategic Account Management
- Own end-to-end customer relationships for assigned portfolio, serving as the primary strategic point of contact
- Develop and execute comprehensive annual Customer Success plans aligned with clients' business objectives and KPIs
- Conduct executive-level quarterly business reviews, presenting ROI analysis, success metrics, and strategic roadmaps
- Navigate complex customer organizational structures to build relationships with C-level executives and key stakeholders
Customer Value Realization & Growth
- Drive maximum platform adoption and feature utilization to ensure customers realize full value from their Unifyr investment
- Proactively identify and present expansion opportunities, collaborating with sales teams to drive upsell and cross-sell initiatives
- Lead renewal strategy and execution for assigned accounts, maintaining high retention rates and identifying expansion opportunities
- Monitor customer health metrics, usage data, and success indicators to predict and prevent churn risks
Strategic Program Execution
- Facilitate cross-functional collaboration with Product, Engineering, and Support teams to address customer needs and influence product roadmap
- Develop and communicate customer success stories and case studies to drive broader platform advocacy
- Business Impact & Analysis
- Analyze customer usage patterns, business metrics, and success indicators to develop actionable insights and recommendations
- Translate customer business challenges into platform solutions, mapping Unifyr capabilities to specific customer outcomes
- Identify risks to customer goal achievement and develop mitigation strategies with internal stakeholders
- Maintain comprehensive account documentation and insights in Vitally and other business systems
Thought Leadership & Best Practices
- Evangelize Unifyr capabilities across customer organizations, positioning the platform as a strategic business enabler
- Share customer success insights and best practices across the broader Customer Success team
- Contribute to the development of customer success methodologies and playbooks
What you offer
Experience & Education
- Bachelor's degree or equivalent combination of education and experience
- 3-5years of customer success, account management, or consulting experience in B2B SaaS environments
- Experience leading customer renewals, expansions, and complex strategic initiatives
Strategic & Analytical Skills
- Strong business acumen with deep understanding of sales, marketing, and customer service processes
- Demonstrated ability to analyse complex business challenges and translate them into actionable solutions.
- Experience developing and presenting ROI analyses, business cases, and strategic recommendations to executive audiences
- Proficiency in CRM systems (Salesforce), analytics platforms (Looker), and customer success tools
Relationship & Communication Excellence
- Exceptional executive presence with proven ability to facilitate C-level meetings and strategic workshops
- Outstanding written and verbal communication skills with ability to navigate conflict and foster productive dialogue
- Demonstrated success building trust-based relationships across complex organizational structures
- Strong presentation skills with experience delivering compelling business presentations to diverse audiences
Operational Excellence
- Ability to manage multiple strategic accounts simultaneously while maintaining attention to detail
- Proven ability to work effectively in fast-paced, dynamic environments with competing priorities
- Experience leading cross-functional initiatives and orchestrating resources across multiple teams
- Strong project management capabilities with track record of driving initiatives to successful completion
Preferred Qualifications
- Previous experience with channel management, partner enablement, or marketing automation platforms
- Background in management consulting, professional services, or strategic advisory roles
- Experience in high-growth SaaS companies or enterprise software environments
- Proven track record of consistently exceeding renewal and expansion targets