Customer Success Manager

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