Customer Success Manager

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    "requisitionDescription": "<div><table border=\"1\" cellspacing=\"0\" cellpadding=\"0\" width=\"690\" data-pasted=\"true\"><tbody><tr><td colspan=\"2\" style=\"width: 100%;\"><p><strong>Role Details</strong></p></td></tr><tr><td style=\"width: 27.3913%;\"><p>Job Title:</p></td><td valign=\"top\" style=\"width: 72.6087%;\"><p><strong>&nbsp;</strong></p><p><strong>Customer Success Manager</strong></p><p><strong>&nbsp;</strong></p></td></tr><tr><td style=\"width: 27.3913%;\"><p>Recruiting Manager:</p></td><td valign=\"bottom\" style=\"width: 72.6087%;\"><p><strong>&nbsp;</strong></p><p><strong>Vice President Customer Success</strong></p><p><strong>&nbsp;</strong></p></td></tr><tr><td style=\"width: 27.3913%;\"><p>Department:</p></td><td style=\"width: 72.6087%;\"><p><strong>&nbsp;</strong></p><p><strong>Customer Success</strong></p><p><strong>&nbsp;</strong></p></td></tr><tr><td style=\"width: 27.3913%;\"><p>&nbsp;</p><p>Hours / Base:</p><p>&nbsp;</p></td><td style=\"width: 72.6087%;\"><p><strong>Full-time / US / Remote</strong></p></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p><strong>Role Specification</strong></p></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p>Role Purpose:</p><p><strong>&nbsp;</strong></p></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p>&nbsp;</p><p>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.</p><p>&nbsp;</p></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p><strong>Role Responsibilities:</strong></p><p><strong>&nbsp;</strong></p></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p>&nbsp;</p><p><strong>Strategic Account Management</strong></p><ul><li>Own end-to-end customer relationships for assigned portfolio, serving as the primary strategic point of contact</li><li>Develop and execute comprehensive annual Customer Success plans aligned with clients&#39; business objectives and KPIs</li><li>Conduct executive-level quarterly business reviews, presenting ROI analysis, success metrics, and strategic roadmaps</li><li>Navigate complex customer organizational structures to build relationships with C-level executives and key stakeholders</li></ul><p><strong>Customer Value Realization &amp; Growth</strong></p><ul><li>Drive maximum platform adoption and feature utilization to ensure customers realize full value from their Unifyr investment</li><li>Proactively identify and present expansion opportunities, collaborating with sales teams to drive upsell and cross-sell initiatives</li><li>Lead renewal strategy and execution for assigned accounts, maintaining high retention rates and identifying expansion opportunities</li><li>Monitor customer health metrics, usage data, and success indicators to predict and prevent churn risks</li></ul><p><strong>Strategic Program Execution</strong></p><ul><li>Facilitate cross-functional collaboration with Product, Engineering, and Support teams to address customer needs and influence product roadmap</li><li>Develop and communicate customer success stories and case studies to drive broader platform advocacy</li><li>Business Impact &amp; Analysis</li><li>Analyze customer usage patterns, business metrics, and success indicators to develop actionable insights and recommendations</li><li>Translate customer business challenges into platform solutions, mapping Unifyr capabilities to specific customer outcomes</li><li>Identify risks to customer goal achievement and develop mitigation strategies with internal stakeholders</li><li>Maintain comprehensive account documentation and insights in Vitally and other business systems</li></ul><p><strong>Thought Leadership &amp; Best Practices</strong></p><ul><li>Evangelize Unifyr capabilities across customer organizations, positioning the platform as a strategic business enabler</li><li>Share customer success insights and best practices across the broader Customer Success team</li><li>Contribute to the development of customer success methodologies and playbooks</li></ul></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p><strong>What you offer</strong></p></td></tr><tr><td colspan=\"2\" style=\"width: 100%;\"><p>&nbsp;</p><p><strong>Experience &amp; Education</strong></p><p>&nbsp;</p><ul><li>Bachelor&#39;s degree or equivalent combination of education and experience</li><li>3-5years of customer success, account management, or consulting experience in B2B SaaS environments</li><li>Experience leading customer renewals, expansions, and complex strategic initiatives</li></ul><p><strong>Strategic &amp; Analytical Skills</strong></p><ul><li>Strong business acumen with deep understanding of sales, marketing, and customer service processes</li><li>Demonstrated ability to analyse complex business challenges and translate them into actionable solutions.&nbsp;</li><li>Experience developing and presenting ROI analyses, business cases, and strategic recommendations to executive audiences</li><li>Proficiency in CRM systems (Salesforce), analytics platforms (Looker), and customer success tools</li></ul><p><strong>Relationship &amp; Communication Excellence</strong></p><ul><li>Exceptional executive presence with proven ability to facilitate C-level meetings and strategic workshops</li><li>Outstanding written and verbal communication skills with ability to navigate conflict and foster productive dialogue</li><li>Demonstrated success building trust-based relationships across complex organizational structures</li><li>Strong presentation skills with experience delivering compelling business presentations to diverse audiences</li></ul><p><strong>Operational Excellence</strong></p><ul><li>Ability to manage multiple strategic accounts simultaneously while maintaining attention to detail</li><li>Proven ability to work effectively in fast-paced, dynamic environments with competing priorities</li><li>Experience leading cross-functional initiatives and orchestrating resources across multiple teams</li><li>Strong project management capabilities with track record of driving initiatives to successful completion</li></ul><p><strong>Preferred Qualifications</strong></p><ul><li>Previous experience with channel management, partner enablement, or marketing automation platforms&nbsp;</li><li>Background in management consulting, professional services, or strategic advisory roles&nbsp;</li><li>Experience in high-growth SaaS companies or enterprise software environments&nbsp;</li><li>Proven track record of consistently exceeding renewal and expansion targets</li></ul><p><strong>Strictly no agencies.</strong></p></td></tr></tbody></table></div>\n",
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