Customer Success Manager

Unibuddy has experienced explosive growth since launching in 2017. We now work with 600 higher ed institutions in 35 countries worldwide. We’ve raised over $33M from top-tier investors, and we’re on course to achieve our ambitious goal of empowering 10 million students to make the right choices in their higher ed journey. 

Here’s where you come in

As a Customer Success Manager, your primary role will be to act as a key contact and account manager to a portfolio of customers, assisting with onboarding all the way through renewal. You will provide first-class support to Unibuddy partners and be an expert on their needs.  Additionally, you will identify opportunities for the sales team to cross-sell and up-sell new products to your customers.

This is a heavily relationship-focused position as  we pride ourselves on our 95%+ customer retention rate. We're looking for a people person who has high energy, is passionate and committed to providing a great service, and growing the adoption of Unibuddy products and services across partner institutions.

Your day-to-day 

• Manage a high volume of small and medium customers in the ROW region spanning across universities, colleges and other Higher Education partners
• Grow and expand customer relationships, drive revenue and ensure product adoption 
• Partner with cross-functional teams to ensure contract renewals and upsells 
• Serve as a Unibuddy expert for the region and ensure strong product adoption across all partners and relevant stakeholders at all levels
• Build and manage successful relationships with key partners and clients encouraging the best use of Unibuddy!
• Identify feature upsell opportunities with partner institutions, and generate cross-sell introductions for the sales team.
• Provide insights to partners to ensure that they get the most out of the Unibuddy platform, ensuring our partners are meeting their ROI targets/objectives with the aim of helping grow our customer base.
• Work collaboratively with the Product & Engineering teams to troubleshoot customer issues and help influence our roadmap 
• Help collect and analyze customer success metrics and data, including the all-important NPS.

This might be for you if…

• You have experience as a Customer Success Manager, Customer Marketing Manager, Project Manager or managed a high volume of accounts in a B2B environment 
• You have previously worked in the Higher Education sector or have experience with Ed-Tech, Tech-for-good or SaaS products
• You have excellent written and verbal communication skills 
• You are a proven self-starter and show strong initiative 
• You are self-motivated, hard-working, coachable, and driven with a strong entrepreneurial spirit
• You feel at home in a high-growth environment where we don't know all the answers but are willing to learn and improve what we do with plenty of opportunities to expand your skills.

We know that typically females and underrepresented groups only apply to jobs if they see themselves ticking every box. We believe we’re more than boxes to tick. If you don't meet all the requirements but think you might still be right for the role or others, please apply anyway. We're always keen to speak to people who connect with our mission and values.

About our Team 

The Customer Success team at Unibuddy, is comprised of high performing and highly collaborative CSMs with an eagerness to learn and improve the experience we provide to our customers. We have recently gone live with a Customer Success platform, and in this role you will have the opportunity to join a rapidly scaling team and play a key role in shaping new processes for day to day management of customers.

Perks and Benefits

• Salary of £40-50k plus commission and stock options.
• Highly flexible work culture. Hybrid (4 days a week at home/remote) flexible hours.
• 25 days of annual leave plus national holiday and 4 additional days for the Christmas break.
• Family-friendly policy. Enhanced maternity, paternity and adoption leave.
• Latest MacBook or PC. Monitor for your home is also provided. 
• Home working setup provided. 
• Private healthcare provided by Bupa.
• Mental health support provided by Spill.
• Life insurance.
• Learning & development budget of £800 per year.

Students are at the heart of what we do. Our mission is to empower students to make the right decisions throughout their higher education journey. We provide higher ed institutions with the right tools to enable students to connect with each other, share experiences that create a sense of belonging, and feel confident in making one of the most crucial decisions of their life.

We rock! It’s our people that make us successful. We’re a great bunch with a fantastic culture. But don’t take our word for it - we’re proud to be named as one of the best mid-sized companies to work for in the US, we are named as one of the top 100 workplaces for benefits, we’re Flexified and listed as one of the top three most flexible companies to work for in the UK.

Ready to apply?

Great! Please send a CV and showcase your motivations. 

Not quite ready to apply or have some questions? Then please get in touch with the talent team at [email protected]