Mid Market Customer Success Manager

Unit21 is seeking a Customer Success Manager to drive value across their mid market customer base. The role involves leading 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 SMB customers
• Leverage technology and tooling to create thoughtful and impactful engagements with customers
• Identify opportunities for growth, with the ability to storytell business impact
• Leverage meetings and different engagement styles to create broad and deep relationships in order to understand success criteria and help tell the story of Unit21’s value to a business
• Act as a customer advocate internally, bringing trends and feedback to the team backed by data
• Create a direct impact on Unit21’s customer experience and growth!

Requirements:

• 1-3(+) years of customer facing experience with a strong focus on retention and driving account strategy
• Experience managing complex retention and upsell opportunities, with the ability to lead negotiations for accounts $20-100k ARR
• Ability to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution to handle multiple ongoing projects
• Ability to build long-lasting relationships with various team members and roles, internally and externally, with the ability and willingness to travel to see customers on-site as required
• A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process, leveraging AI and available tooling
• Outstanding 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
• Experience in FinTech, AML or fraud