Customer Success Account Manager

About Unily

With 20+ years of expertise, Unily unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, Unily helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways, remove friction, increase clarity, and accelerate productivity so work moves faster.

Unily is a five‑time Leader in Employee Experience, recognized as a Leader in the 2025 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience‑Centric Intelligent Digital Workspaces 2025. This analyst leadership is reinforced by strong customer validation, including G2 Crowd Leader recognition for exceptional usability and enterprise‑grade performance. Unily also holds the prestigious ClearBox “Intranet Choices 2025” award. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.

About the Role

As a Customer Success Account Manager, you’ll take ownership of Unily’s highest-value enterprise client relationships. Acting as a trusted advisor, you’ll ensure our platform is deeply embedded in their success — driving adoption, retention, and growth. You’ll combine strategic influence with hands-on account management, collaborating across Unily’s teams to deliver measurable impact and best-in-class service.

Key Responsibilities 

• Build and nurture executive-level relationships with Tier One clients, acting as their strategic partner and advocate within Unily to understand their unique business needs and build long-term relationships
• Proactively engage with clients to understand their goals, challenges and requirements, and identify opportunities to upsell and cross-sell Unily products and services
• Develop and execute tailored account success plans that align Unily’s capabilities with client business goals and KPIs.
• Lead executive business reviews, translating insights and performance data into actionable recommendations.
• Oversee onboarding, deployment, and adoption to ensure clients realise maximum value from the Unily platform.
• Assist them to help them coordinate and lead regular account review meetings to ensure they provide client satisfaction, address concerns and provide strategic guidance
• Monitor and analyse client usage data, metrics and feedback to identify trends, generate insights and recommend improvements or new solutions
• Anticipate and resolve client challenges, managing escalations with a proactive, solution-oriented approach.
• Collaborate closely with Sales, Product, Implementation, Marketing, Finance, and Legal to deliver a seamless client experience.
• Stay ahead of industry and competitive trends to advise clients and inform Unily’s customer success strategy.
• Maintain accurate account reporting, forecasts, and documentation to support internal planning and governance.

Qualifications 

• 5+ years in Customer Success or Account Management roles, with at least 1 year managing enterprise-level SaaS clients.
• Proven track record in driving customer growth, retention, and satisfaction.
• Strong commercial acumen with experience identifying and executing revenue opportunities.
• Excellent relationship management, communication, and presentation skills — comfortable engaging with C-level stakeholders.
• Good technical understanding of digital workplace solutions, integrations, and APIs.
• Proficient in CRM platforms and Microsoft Office suite.
• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience).
• Willingness to travel as required.

Why Work For Unily? 

In addition to a generous base salary and discretionary company bonus, here are some things we think you will love: 

Our awesome team culture. We are focused on achieving results as a team and having fun while we do it. You won’t find a friendlier or more dedicated bunch of people. 

Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert. 

The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance. 

Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen and the option to bring your dog to work. 

We offer a fantastic suite of benefits. Including 25 days holiday plus an extra paid day off to enjoy your birthday, Vitality life cover (for health, sight, hearing and dental), Aviva pension (via a salary sacrifice scheme), life assurance, income protection and so many more. 

Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme. 

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