Customer Success Manager

Unit4

9d•Remote

About The Position

Be the voice of the customer (VoC) and their internal advocate, turning customer insights into actions that improve outcomes and experience. Drive customer value realization by helping customers achieve their desired business outcomes and maximize the value of their Unit4 investment. Increase product adoption and maturity through success planning, guidance, and value-added customer engagements. Identify and drive new sales opportunities (upsell/cross-sell) through qualified leads in collaboration with Sales. Act as the primary point of contact within Customer Success, proactively managing risk and supporting retention. Develop and maintain success plans with customers that align to their strategic objectives, milestones, and expected outcomes. Lead executive business reviews and strategic customer conversations with C-level stakeholders and customer management teams. Ensure customer goals, challenges, product needs, and value drivers are understood and communicated across Unit4 teams, including Product, R&D, Support, and Sales.

Requirements

Must have a passion for building strong customer relationships that drive retention of recurring revenue (ARR), expansion opportunities through Customer Success Qualified Leads (CSMQLs), and successful customer outcomes.
The individual will understand customers' strategic goals and objectives, translate them into actionable success plans, and proactively track progress toward value realization.
They are adaptable, curious, accountable, and collaborative, with the ability to work effectively across a broad range of internal and external stakeholders.
Excellent communication and relationship management skills and fluent in English (verbal and written).
Clear communicator with professional presence with empathy and enthusiasm.
Ability to lead through influence and trust.
Experience in a customer-facing role focused on driving customer value and business outcomes in a cloud software environment.
Technically literate and familiar with customer engagement technologies, best practices and trends.

Nice To Haves

Swedish or Dutch language skills would be considered a plus.
Previous experience working within ERP, HCM and/or financial planning software industries is a plus.
Availability to travel as necessary (up to 20%).

Responsibilities

Be the voice of the customer (VoC) and their internal advocate, turning customer insights into actions that improve outcomes and experience.
Drive customer value realization by helping customers achieve their desired business outcomes and maximize the value of their Unit4 investment.
Increase product adoption and maturity through success planning, guidance, and value-added customer engagements.
Identify and drive new sales opportunities (upsell/cross-sell) through qualified leads in collaboration with Sales.
Act as the primary point of contact within Customer Success, proactively managing risk and supporting retention.
Develop and maintain success plans with customers that align to their strategic objectives, milestones, and expected outcomes.
Lead executive business reviews and strategic customer conversations with C-level stakeholders and customer management teams.
Ensure customer goals, challenges, product needs, and value drivers are understood and communicated across Unit4 teams, including Product, R&D, Support, and Sales.
Responsible for retention and churn management across the region, contributing to global retention objectives.
Responsible for driving adoption and effective utilization of the Success4U program.