About Unity5..
Customer Success is at the heart of Unity5's mission. We are committed to ensuring our clients achieve success with our products and services, making it a core value that runs throughout our business. As a Junior Customer Success Manager, you will support our Private and Local Authority customers post-go-live, ensuring an exceptional experience, building strong relationships, and driving customer retention and expansion.

Key Responsibilities:

Collaboration...

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Work closely with the Implementation team at customer go-live to understand their use case and objectives, supporting them through the adoption phase.

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Partner with the Account Management team to create and maintain customer-facing success plans focused on long-term goals, customer satisfaction, and commercial growth.

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Identify cross-sell and upsell opportunities to pass to Account Management.

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Monitor customer support cases, acting as the first line of escalation if needed.

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Represent the voice of the customer internally by collaborating with Product, Development, and other teams to ensure their needs are met.

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Support marketing efforts by identifying customers for case studies and references.

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Promote continuous improvement by learning from customer feedback and sharing insights across teams.

Customer Success

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Maintain regular communication with customers to ensure ongoing engagement and long-term success.

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Conduct onsite health checks and workshops, using data-driven insights to measure and improve customer outcomes.

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Work with the Product team to involve customers in the engagement programme, gathering feedback for future development.

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Foster customer communities (both online and in-person) to encourage knowledge sharing and best practice discussions.

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Develop and deliver webinars on common system functionalities to provide value at scale and contribute to our Knowledge Hub.

Product Expertise

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Build credibility with customers by becoming an expert in Unity5's products and advising on best practices.

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Stay up to date with product releases, ensuring customers are trained and supported with new functionalities.

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Contribute to user groups, events, and knowledge-sharing initiatives to benefit all customers.

Skills and Competencies

Required:

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At least 1 year of experience in a Junior Customer Success (or similar) role within a SaaS or technology environment.

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Experience managing multiple customer accounts and driving successful renewals.

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Passion for customer experience and strong internal stakeholder management skills.

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Proven ability to deliver client-facing presentations, training sessions, and demos, using data to demonstrate value.

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Strong communication skills, with the ability to explain product features to both technical and non-technical audiences.

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Process-oriented mindset with experience in process mapping and consulting on best practices.

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Problem-solving skills with a proactive, ownership-driven approach to issue resolution.

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Highly organised, with experience managing multiple customer projects and a self-starter attitude.

Desired:

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Experience within the parking or traffic management industry.

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Knowledge of HubSpot.

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Experience in a scale-up environment, contributing to the creation of new processes.

If you're passionate about customer success and looking for a role where you can make a real impact, we'd love to hear from you!

Apply now