Customer Success Account Manager

About Unilog:

Unilog provides AI-native B2B product content and commerce solutions for wholesale distributors, manufacturers, and specialty retailers. Our CX1 Platform connects eCommerce, product information management, enriched product content, and business system integrations to help businesses simplify operations and deliver better digital buying experiences.

For more than 20 years, Unilog has built solutions for the complex products and buying processes our customers manage every day. We help businesses give their customers the information and tools they need to find the right products, make confident purchasing decisions, and buy online.

Job Summary:

Unilog is seeking a Customer Success Account Manager to manage a portfolio of showroom customers and support long-term customer retention and growth. This role helps customers get greater value from Unilog’s connected product content and commerce solutions, enabling them to bring their showroom expertise online and deliver a better buying experience for their customers.

As the primary relationship contact for assigned accounts, the Account Manager develops an understanding of each customer’s business goals, encourages adoption of relevant capabilities, and leads regular business reviews. Through proactive engagement, this person identifies customer needs, addresses concerns, and finds opportunities to expand the value of Unilog’s products and services.

The Account Manager works closely with sales, product development, engineering, content operations, product management, and support to coordinate solutions, follow through on commitments, and strengthen customer relationships.

Essential Duties and Responsibilities:

• Serve as the primary relationship contact for assigned showroom customers, maintaining regular communication and following through on commitments.
• Understand each customer’s business goals and how they use Unilog’s showroom solutions to support their sales teams and improve their customers’ digital buying experience.
• Conduct account planning discussions and scheduled business reviews to assess progress toward customer goals, address challenges, and identify opportunities to increase value.
• Support customer retention and renewals through proactive engagement, identifying adoption gaps, customer concerns, and renewal risks and coordinating appropriate next steps.
• Help customers adopt relevant features and coordinate with internal teams on new product and software release rollouts.
• Coordinate customer issues with support, content operations, and other relevant teams, keeping customers informed through resolution.
• Collaborate with sales, product management, product development, engineering, and other stakeholders to address customer needs and identify opportunities for account growth.
• Develop and maintain a strong understanding of Unilog’s showroom solutions, product content, and related capabilities.
• Share customer feedback and recommend product enhancements that improve usability, customer satisfaction, and business value.
• Contribute to customer training, documentation, and support resources that help customers use Unilog’s solutions effectively.
• Maintain accurate account notes, customer objectives, renewal risks, and follow-up actions in the company’s CRM.

Qualifications:

• Experience in customer account management, customer success, or customer service, with responsibility for ongoing client relationships.
• Ability to manage multiple accounts and customer initiatives, prioritize competing needs, and follow through on commitments.
• Ability to understand customer business goals and translate them into practical recommendations and next steps.
• Strong communication and presentation skills, including experience leading customer discussions and explaining product capabilities.
• Experience in eCommerce, showroom operations, wholesale distribution, or related industries preferred.
• Experience providing customer training or supporting adoption of software solutions preferred.
• BA/BS degree or equivalent relevant experience.
• Willingness to travel up to 25%.

Technical Skills:

• Experience using a CRM to maintain account information, document customer interactions, and track follow-up activities; HubSpot experience is a plus.
• Ability to learn and explain software features and guide customers in their use.

Essential Skills:

• Customer-focused and consultative, with the ability to ask thoughtful questions, understand underlying needs, and recommend solutions that help customers get more value from Unilog’s products.
• Curious and innovative, identifying new ways customers can use existing capabilities to improve their processes and buying experiences.
• Comfortable offering a different perspective, explaining recommendations clearly, and helping customers consider options they may not have explored.
• Resourceful and proactive in solving problems, taking ownership of next steps and involving the right internal partners.
• Strong relationship-building skills, with the ability to earn trust, set clear expectations, and balance customer needs with business priorities.
• Highly organized and detail-oriented, with sound judgment in managing competing priorities and meeting commitments.
• Self-directed, adaptable, and receptive to feedback, with a commitment to continuous learning.
• Demonstrates Unilog’s core 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.

Why Unilog:

At Unilog, your work helps businesses create better buying experiences for their customers. As a Customer Success Account Manager, you’ll build relationships with showroom businesses, understand their challenges, and find practical ways to help them get more from our product content and commerce solutions.

You’ll collaborate with colleagues across the U.S. and India, contribute customer insights, and bring ideas that improve how our solutions are used. This role offers the opportunity to take ownership, solve problems creatively, and see the impact of your work on customer success.

About our Benefits:

Unilog offers a comprehensive total rewards package that includes medical, dental, and vision coverage, a 401(k) plan with company match, pay-for-performance bonus eligibility, a generous time-off policy, and a flexible work environment. We support professional growth through learning and development opportunities and an annual compensation review process.

Equal Opportunity:

Unilog is committed to building a diverse and inclusive workplace. We are an equal opportunity employer and consider qualified applicants without regard to 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 characteristic protected by applicable law.