Job Description

About the Role:

We are looking for a Customer Success Manager to join our team at Unit21. You will drive value across our mid market customer base, leading customer relationships and strategy, driving the development of processes to improve our business scalability, as well as advocating for and growing customers. 

What you’ll be doing:

• Act as the main point of contact for a set group of our mid market customers
• Leverage meetings and engagement styles to create broad and deep relationships in order to understand their success criteria and help tell the story of Unit21’s value to their business 
• Act as a customer advocate internally, bringing trends and feedback to the team backed by data
• Seek to find mutual wins through identification and education around additional features, products or use cases
• Create a direct impact on Unit21’s customer experience and growth! 

What we’re looking for:

• 3 years of customer facing experience with a strong focus on retention and driving account strategy
• Experience managing complex retention and upsell opportunities, with the ability to lead negotiations for accounts $50-100k ARR.
• Ability to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution to handle multiple ongoing projects.
• Ability to build long-lasting relationships with various team members and roles, internally and externally, with the ability and willingness to travel to see customers on-site as required.
• A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process.
• Outstanding project management and organization skills, and an ownership mindset demonstrated by strong work ethic.
• Sense of curiosity and learning - focused on internal product knowledge and externally on the customer business. 

Bonus Points:

• Bachelor’s degree
• Experience in FinTech, AML or fraud