Key skills
SaaSProject ManagementCustomer SuccessAccount Management
About this role
Unit21 is seeking an Enterprise Customer Success Manager to drive value across their enterprise customer base. The role involves managing customer relationships, developing processes for business scalability, and advocating for customer growth.
Responsibilities:
- Act as the main point of contact for a set group of our enterprise customers
- Leverage meetings and engagement styles to create broad and deep relationships in order to understand their success criteria and help tell the story of Unit21’s value to their business
- Act as a customer advocate internally, bringing trends and feedback to the team backed by data
- Seek to find mutual wins through identification and education around additional features, products or use cases
- Drive revenue retention and growth
- Create a direct impact on Unit21’s customer experience and growth!
Requirements:
- Experience in fintech, banking or related fields (AML, fraud)
- 4+ years of outstanding track record in SaaS customer success or account management, managing a portfolio of enterprise customers
- Experience managing complex retention and upsell opportunities, with the ability to lead negotiations
- Experience managing accounts of $200k+ ARR
- Experience developing and executing on strategy to drive interactions for maximum output
- Ability to build long-lasting relationships with senior executives, functional managers, and technical teams, including ability and willingness to travel to see customers on-site
- Ability to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution to handle multiple ongoing projects
- A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process
- Outstanding project management and organization skills, and an ownership mindset demonstrated by strong work ethic
- Sense of curiosity and learning - focused on internal product knowledge and externally on the customer business
- Bachelor's degree