Customer Success Manager

This is a fully remote position, open to applicants in Spain.

📋 Description

• Serve as the customer's voice and advocate within the organization, transforming customer insights into actionable steps that enhance outcomes and experiences.

• Facilitate the realization of customer value, assisting clients in achieving their desired business outcomes and optimizing their Unit4 investment.

• Promote product adoption and maturity by providing success planning, guidance, and value-added customer interactions.

• Identify and pursue upsell and cross-sell opportunities through qualified leads in partnership with the Sales team.

• Function as the main Customer Success contact, proactively managing risks and supporting customer retention.

• Create and uphold customer success plans that align with strategic objectives, milestones, and anticipated outcomes.

• Lead executive business reviews and strategic discussions with C-level stakeholders and customer management teams.

• Relay customer goals, challenges, product requirements, and value drivers to Product, R&D, Support, and Sales teams.

• Oversee retention and churn within the region and contribute to global retention goals.

• Champion the adoption and effective use of the Success4U program.

• Travel as needed, up to 20%.

⛳️ Requirements

• A strong passion for fostering robust customer relationships that enhance recurring-revenue retention, create expansion opportunities, and ensure successful customer outcomes.

• Capability to comprehend customers' strategic goals and objectives and convert them into actionable success plans.

• Proficiency in proactively monitoring progress toward value realization.

• Adaptable, inquisitive, accountable, and collaborative in nature.

• Exceptional communication and relationship management abilities.

• Fluent in English, both spoken and written.

• Competence in managing retention and churn across a designated region.

• Skills to drive adoption and effective use of the Success4U program.

• Effective communicator with a professional demeanor, empathy, and enthusiasm.

• Ability to lead through influence and build trust.

• Experience in a customer-facing role with a focus on customer value and business outcomes within a cloud software context.

• Technically savvy and knowledgeable about customer engagement technologies, best practices, and industry trends.

• Previous experience in the ERP, HCM, and/or financial planning software sectors is advantageous.

• Willingness to travel as necessary, up to 20%.

• Proficiency in Swedish or Dutch would be considered a bonus.

• May necessitate security clearance and background checks for customer projects and access to sensitive customer data.

🏝️ Benefits

• Flexible Leave Paid Time Off policy.

• Opportunities for remote working.

• Global Wellbeing Days.

• Opportunities for professional growth.

• Resources and guidance for professional development.

• Supportive colleagues, mentors, and role models.

• Employee Resource Groups.

• A safe and inclusive work environment.

• Sustainability initiatives through the Environmental, Social, and Governance strategy and the Act4Good program.