Senior Customer Success Manager

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for. Read more on our website about how we transform work and how people feel about it, so our customers and their people can thrive.

Job Description

As a Senior Customer Success Manager, you will play a critical role in driving customer satisfaction and success by ensuring that clients fully leverage our products and services. Your mission will be to guide clients through a tailored success plan, built collaboratively to meet their unique business needs and objectives. You will be their trusted advisor, helping them navigate their Success Catalogue options, utilize their Success Points effectively, and access our specialized educational resources. This position requires a deep understanding of customer success strategies, outstanding project management skills, and a customer-first mindset.

Key Responsibilities

• Success Planning: Develop and implement a customized success plan for each client, with clear goals, timelines, KPIs, and action items. Regularly check in with clients to monitor progress, address challenges, and adjust strategies as needed.
• Customer Engagement: Act as the primary point of contact for clients, fostering long-term relationships and continuously enhancing their experience. Collaborate with clients to maximize the value of their Success Points and provide guidance on available resources and services.
• Education and Enablement: Support client teams by coordinating access to premium education content for administrators and end-users. Conduct onboarding sessions to introduce clients to available educational resources, ensuring they are well-equipped to make the most of our products.
• Be the Voice of the customer and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience; Turn insights into action.
• Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) in cooperation with your colleagues in sales.​

Qualifications

• Excellent communication skills, fluent in English (verbal and written), with an ability to convey complex information clearly to clients.
• Proven experience as a Senior Customer Success or Account Manager, or related role within a SaaS or software company.
• Demonstrated ability to build and maintain strategic client relationships, with a focus on delivering exceptional service.
• Strong understanding of customer success planning, KPI tracking, and action planning.
• Proficiency in project management and an ability to multitask across various client needs.
• Familiarity with ERP, SaaS and financial processes is considered an advantage.
• Eager to learn and to continuously develop a structured & fact-based work approach.
• Strong work ethic and a high level of integrity

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us At Unit4, we offer: • a culture built on trust - giving you the freedom and autonomy to be successful; • balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being; • talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry; • a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet; • a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4. This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!