Full-Time Senior Customer Success Manager
Unit4 is hiring a remote Full-Time Senior Customer Success Manager. The career level for this job opening is Senior Manager and is accepting Lisbon, Portugal based applicants remotely. Read complete job description before applying.
Unit4
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About Us We empower clients to achieve business goals with our Success4U program. We're seeking a Senior Customer Success Manager to lead clients to success.
Role Overview As a Senior CSM, you'll drive customer satisfaction and success by ensuring clients maximize product/service use. You'll create tailored success plans, act as a trusted advisor, guide clients through available resources, and effectively utilize Success Points. This requires strong customer success strategies, project management skills, and a customer-first mindset.
Key Responsibilities
- Develop and implement customized success plans with clear goals, timelines, KPIs, and action items for each client.
- Monitor client progress, address challenges, and adjust strategies as needed.
- Act as the primary point of contact, fostering long-term relationships and enhancing client experiences.
- Maximize client value through Success Points and guide them on available resources and services.
- Coordinate access to premium education content for client teams.
- Conduct onboarding sessions, equipping clients to utilize our products effectively.
- Gather and understand client feedback, turn insights into action, and advocate for client needs internally.
- Identify and drive new sales opportunities (up/cross-sell) through CSM qualified leads.
Qualifications
- Strong communication skills (English, verbal/written) to clearly convey complex information.
- Proven experience as a Senior Customer Success/Account Manager or related role in a SaaS company.
- Ability to build and maintain strategic client relationships and deliver exceptional service.
- Understanding of customer success planning, KPI tracking, and action planning.
- Proficiency in project management and multitasking.
- Familiarity with ERP, SaaS, and financial processes (advantageous).
- Eagerness to learn and develop a structured, fact-based work approach.
- Strong work ethic and high integrity.
Benefits at Unit4
- Trust-based culture with autonomy.
- Uncapped time off, remote work options, and Global Wellbeing Days.
- Talented colleagues, role models, and mentors.
- Commitment to sustainability (Act4Good program).
- Safe and inclusive environment (Employee Resource Groups).
Security Clearance
This role may require security clearance for customer projects and access to sensitive data. Post-offer, background checks may be conducted according to local privacy laws.