Customer Success Account Manager

About Unilog:

Unilog is the only connected product content and commerce provider serving the Wholesale Distribution, Manufacturing, and Specialty Retail industries. Our flagship CX1 Platform supports some of the most successful digital transformations in North America by combining syndicated product content, integrated eCommerce storefronts, and automated PIM capabilities to simplify our customers’ path to success in the digital marketplace.

Unilog is backed by one of the world’s largest private equity firms, Investcorp. We are headquartered in Plymouth Meeting, PA, with development centers in Bangalore and Mysore, India, and support more than 500 customers across North America. Unilog is uniquely positioned as a leader in eCommerce and product content solutions for complex B2B environments.

As a PE-backed organization, Unilog continues to invest in its platform, people, and customers to support long-term growth and innovation.

Job Summary:

Unilog is seeking a highly motivated, results-driven Customer Success Account Manager to join our growing eCommerce organization and contribute to long-term customer retention, expansion, and platform adoption across a diverse customer base. This is a non-quota-carrying role that owns a portfolio of customer accounts and is accountable for customer retention, adoption, and long-term value realization.

Our Customer Success Account Manager is responsible for revenue retention and growth within their assigned book of business by expanding the value customers receive from Unilog’s platforms, services, and solutions. This role owns the ongoing customer relationship post-implementation and serves as a strategic advisor throughout the customer lifecycle.

Why Unilog:

At Unilog, you’ll work at the intersection of product content, eCommerce, and digital transformation for customers in wholesale distribution, manufacturing, and specialty retail. Our customers rely on Unilog to modernize complex digital ecosystems, making the work both challenging and impactful.

As a Customer Success Account Manager, you’ll play a key role in helping customers realize long-term value from the CX1 Platform while collaborating closely with cross-functional teams across the U.S. and India.

Essential Duties and Responsibilities:

• Serve as the primary point of contact and relationship owner for assigned Unilog customers using Unilog’s eCommerce platforms
• Responsible for proactively managing customer value realization, platform adoption, and overall experience throughout the customer lifecycle
• Responsible for driving high renewal rates through proactive engagement, issue mitigation, and alignment with customer business outcomes
• Conduct eCommerce strategy sessions to understand each customer’s digital maturity, internal constraints, competitive landscape, and key objectives, to maximize platform adoption and long-term value.
• Lead structured, scheduled Business Reviews with each assigned account, ensuring the annual strategic objectives remain on track.
• Collaborate cross-functionally with executives, sales, product development, engineering, content operations, product management, and support — including global teams — to deliver customer outcomes.
• Obtain a deep knowledge of Unilog’s product offerings
• Assist customers in adopting new features and coordinate the implementation of new products and software releases
• Make recommendations to the product development team on designing new functionality to meet customers’ needs and improve satisfaction
• Participate in designing training, documentation, and support solutions that will enhance customer satisfaction

Qualifications:

• The ideal candidate will have a strong background in customer service and project management, working directly with clients, and is able to manage multiple deliverables while balancing customer needs with business priorities
• Experience in eCommerce, wholesale/retail distribution ERP systems, and/or the hard goods supply chain
• Ability to manage multiple projects and customer initiatives simultaneously
• Possess proven ability to drive true value for customers
• Some support and training experience is preferable
• Demonstrated proficiencies at explaining strengths, value, vulnerabilities, and planning customer engagements accordingly
• A desire for continuous learning and improvement
• Is an enthusiastic and creative contributor with the ability to inspire others
• Excellent communication and presentation skills
• Willingness to travel (up to 25%)
• A 4-year college degree or similar related experience

Technical Skills:

• Computer and Microsoft Office proficiency
• Experience working with SaaS platforms, CRM systems, and customer success tools (HubSpot)

Essential Skills:

• Superior interpersonal, verbal, and written communication skills
• Comfortable operating in a fast-paced, evolving product and customer environment
• Exceptional time management skills; must be able to meet strict deadlines
• Self-motivated and entrepreneurial by nature
• Coachable and invested in their growth
• Highly organized and detail-oriented
• Ability to exemplify the core Company values:
• Curiosity - Be passionate about achieving excellence. Learn every day.
• Conscience - Be caring of others. Act with integrity.
• Courage - Be brave. Pursue outrageous goals.
• Compete - Be fair. Play to win.
• Courtesy - Be humble. Serve customers.
• Commitment - Be accountable. Own your results.

Who Will Be Successful in This Role:

This role will be successful for someone who thrives in owning customer relationships end-to-end and is motivated by long-term customer outcomes rather than short-term tasks. The ideal candidate brings a strong balance of relationship management, strategic thinking, and execution, and is comfortable operating in a complex SaaS and eCommerce environment.

Successful candidates are energized by managing a portfolio of customers with varying levels of digital maturity and are accountable for customer adoption, retention, and long-term growth. They understand that customer success is achieved not only through responsiveness but through proactive engagement, structured planning, and precise alignment between customer business objectives and Unilog’s platform capabilities.

They are comfortable leading strategic conversations with customer stakeholders, including eCommerce, operations, IT, and leadership teams, and can translate business goals into actionable plans. They are confident in setting expectations, navigating challenges, and balancing customer advocacy with Unilog’s business priorities.

This role requires someone who can operate effectively across internal teams — including product, engineering, content operations, sales, and global partners — and who understands how to drive progress in an environment with shared ownership and interdependencies.

This position is well-suited for someone who:

• Enjoys owning a book of business and being accountable for customer outcomes
• Is comfortable managing complexity, ambiguity, and competing priorities
• Thinks strategically but executes with discipline and follow-through
• Can move conversations from feature usage to business impact
• Thrives in a fast-paced, evolving product and customer environment
• Is curious about digital transformation in wholesale distribution, manufacturing, and specialty retail

About our Benefits:

Unilog offers a comprehensive total rewards package designed to support our employees’ health, well-being, and professional growth. Benefits include competitive pay, medical, dental, and vision coverage, a 401(k) plan with company match, career development and advancement opportunities, annual merit increases, pay-for-performance bonus eligibility, a generous time-off policy, and a flexible work environment.

Salary ranges are provided as general guidelines. Actual compensation is based on a variety of factors, including qualifications, skills, experience, geographic location, and business needs. At Unilog, compensation is one component of a broader total rewards program that may also include bonus opportunities, long-term incentives, tuition reimbursement, and comprehensive health and welfare benefits.

Unilog is committed to building a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, color, religion, creed, ancestry, sex, national origin, age, disability, familial status, marital status, military or veteran status, sexual orientation, gender identity or expression, or any other protected characteristic.