Senior Customer Success Manager

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

📋 Description

• Create and execute a personalized success strategy for each client, featuring distinct objectives, timelines, KPIs, and actionable items.

• Consistently engage with clients to assess progress, tackle challenges, and modify strategies as necessary.

• Serve as the main point of contact for clients, nurturing lasting relationships and continuously improving their overall experience.

• Work alongside clients to enhance the utilization of their Success Points and offer insights on available resources and services.

• Assist client teams by coordinating access to premium educational content for both administrators and end-users.

• Facilitate onboarding sessions to familiarize clients with educational resources, ensuring they are adequately prepared to maximize the benefits of our products.

• Represent the Voice of the Customer (VoC) as their internal advocate, collecting and interpreting feedback and data to enhance their outcomes and overall experience; transform insights into actionable steps.

• Identify and pursue new sales opportunities (up/cross-sell through CSM qualified leads) in collaboration with your sales colleagues.

⛳️ Requirements

• Outstanding communication abilities, fluent in English (both verbal and written), with the capacity to clearly convey complex information to clients.

• Proven track record as a Senior Customer Success or Account Manager, or a similar position within a SaaS or software organization.

• Demonstrated success in establishing and maintaining strategic client relationships, emphasizing exceptional service delivery.

• Strong grasp of customer success planning, KPI monitoring, and action planning.

• Proficient in project management with the capability to juggle various client demands simultaneously.

• Familiarity with ERP, SaaS, and financial processes is a plus.

• Enthusiastic about learning and committed to developing a structured & data-driven work approach.

• Possess a strong work ethic and a high degree of integrity.

🏝️ Benefits

• A culture grounded in trust - providing you the freedom and autonomy to thrive;

• Work-life balance - featuring our unlimited time off policy, remote working options, and Global Wellbeing Days when the entire company can disconnect and prioritize well-being;

• Talented colleagues, role models, and mentors - work, learn, and draw inspiration from some of the finest talent in the software sector;

• A commitment to sustainability - highlighted by initiatives like our Act4Good program, a collective effort for everyone at Unit4 to engage in actions that benefit society and the planet;

• A safe and inclusive workplace – supported by our Employee Resource Groups, which welcome everyone and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.