Customer Success Manager
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Job Description
Customer Success Manager helping service organizations maximize Unit4 ERP software value. Driving adoption, retention, business outcomes, and expansion opportunities.
Responsibilities:
- Serve as the voice of the customer and internal customer advocate
- Turn customer insights into actions that improve outcomes and experience
- Drive customer value realization and help customers achieve desired business outcomes
- Maximize the value of customers' Unit4 investment
- Increase product adoption and maturity through success planning, guidance and value-added customer engagements
- Identify and drive upsell and cross-sell opportunities through qualified leads in collaboration with Sales
- Act as the primary Customer Success point of contact
- Proactively manage risk and support retention
- Develop and maintain customer success plans aligned with strategic objectives, milestones and expected outcomes
- Lead executive business reviews and strategic conversations with C-level stakeholders and customer management teams
- Communicate customer goals, challenges, product needs and value drivers across Product, R&D, Support and Sales teams
- Manage retention and churn across the portfolio
- Drive adoption and effective utilization of the Success4U program
Requirements:
- Passion for building strong customer relationships that drive retention of recurring revenue (ARR), expansion opportunities through Customer Success Qualified Leads (CSMQLs), and successful customer outcomes
- Excellent communication and relationship management skills
- Fluent in English (verbal and written)
- Swedish, Dutch, German and/or French language skills would be considered a plus
- Clear communicator with professional presence, empathy and enthusiasm
- Ability to lead through influence and trust
- Experience in a customer-facing role focused on driving customer value and business outcomes in a cloud software environment
- Technically literate and familiar with customer engagement technologies, best practices and trends
- Previous experience within ERP, HCM and/or financial planning software industries is a plus
- Availability to travel as necessary, up to 20%
- May require security clearance and background checks for customer projects and access to sensitive customer data
- Must comply with applicable right-to-work and local legal requirements
Benefits:
- Flexible Leave Paid Time Off policy
- Remote working opportunities
- Global Wellbeing Days
- Growth opportunities
- Tools and guidance for professional development
- Talented colleagues, role models and mentors
- Sustainability initiatives including Environmental, Social, and Governance strategy and Act4Good programme
- Safe and inclusive working environment
- Employee Resource Groups open to all
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