Senior Customer Success Manager

Meet Unit4. With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations.  

With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work.  

At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. — A powerful statement that enables different priorities for different people. 

We’re shaping how work should feel, and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique. 

As a Senior Customer Success Manager, you will play a critical role in driving customer satisfaction and success by ensuring that clients fully leverage our products and services. Your mission will be to guide clients through a tailored success plan, built collaboratively to meet their unique business needs and objectives. You will be their trusted advisor, helping them navigate their Success Catalogue options, utilize their Success Points effectively, and access our specialized educational resources. This position requires a deep understanding of customer success strategies, outstanding project management skills, and a customer-first mindset.

Key Responsibilities

• Success Planning: Develop and implement a customized success plan for each client, with clear goals, timelines, KPIs, and action items. Regularly check in with clients to monitor progress, address challenges, and adjust strategies as needed.
• Customer Engagement: Act as the primary point of contact for clients, fostering long-term relationships and continuously enhancing their experience. Collaborate with clients to maximize the value of their Success Points and provide guidance on available resources and services.

• Education and Enablement: Support client teams by coordinating access to premium education content for administrators and end-users. Conduct onboarding sessions to introduce clients to available educational resources, ensuring they are well-equipped to make the most of our products.Be the Voice of the customer (VoC) and their internal advocate, gathering and understanding feedback and data to improve their outcomes and the quality of their experience; Turn insights into action.
• Identify and drive new sales opportunities (up/cross sell through CSM qualified leads) in cooperation with your colleagues in sales.​

• Excellent communication skills, fluent in English (verbal and written), with an ability to convey complex information clearly to clients.
• Proven experience as a Senior Customer Success or Account Manager, or related role within a SaaS or software company
• Demonstrated ability to build and maintain strategic client relationships, with a focus on delivering exceptional service
• Strong understanding of customer success planning, KPI tracking, and action planning
• Proficiency in project management and an ability to multitask across various client needs.
• Familiarity with ERP, SaaS and financial processes is considered an advantage.
• Eager to learn and to continuously develop a structured & fact-based work approach
• With a strong work ethic and a high level of integrity

Who we are  

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.  
 
We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated. 

We are reimagining how work makes people feel.  

 What we offer 

• a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact  
• balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits 
• growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work 
• talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry 
• a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme  
• a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all. 

Our commitment to equity  

Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs:  

• Our focus to DEI remains central to who we are 
• Inclusive hiring at Unit4: Building equal opportunities for all 

This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out!

Salary range: 267,136 - 325,899 PLN