Senior Customer Success Manager

About Unify

Our mission is to build the first system-of-action for go-to-market teams, starting with an end to end platform powering warm outbound. We've grown revenue 39x year-over-year, and are already serving customers like Lattice, Airbyte, and OpenPhone (see here for case study).

The status quo is that sellers spend the majority of their day doing administrative tasks. They’re confined to jotting notes, looking at LinkedIn profiles and monitoring Slack notifications. This needs to change.

Our team has been studying sales workflows for years, spotting the patterns and repetitive button clicks that hold sellers back. We’ve stood in their shoes, understood how to give them superpowers, and built products that unlocked their 7th gear.

Now we’re building with OpenAI models (they’re an investor) and several sales data vendors to change how go-to-market works. Today, outbound sales is dominated by cold, mass outreach that floods people's inboxes and converts to deals at a tiny rate. We’re building a platform to power warm outbound, allowing go-to-market teams to get in touch with the right people at the exact time they’re looking for a solution.

Unify was founded January 17th, 2023 by Austin Hughes (former Ramp) and Connor Heggie (former Scale AI). Prior to Unify, Austin led Ramp’s growth product team focused on new customer acquisition, and Connor was a machine learning research engineer at Scale. Other members of the founding team come from companies like Airbnb, Spotify, and LinkedIn.

We’re a high energy team and we’ve raised $19M from Thrive, Emergence, OpenAI and others. Come join us in changing how go-to-market works.

About the Role

As our Senior Customer Success Manager, you'll take a strategic leadership role in driving client satisfaction and ensuring long-term success for our customers throughout their lifecycle. This role is pivotal in fostering deep customer relationships, creating and executing sophisticated success strategies, and driving meaningful business outcomes.

In your day to day, you’ll design and oversee scalable onboarding frameworks, refine implementation playbooks, and develop data-driven initiatives that maximize customer retention and growth. As a key player in our post-sales organization, you’ll also mentor team members, spearhead operational improvements, and contribute to high-impact cross-functional projects that advance our product and customer success strategy.

With the opportunity to help shape the future of Unify’s customer success function in a growing startup, this role is ideal for someone who is eager to make a transformative impact.

What You’ll Do

• Lead Strategic Accounts: Manage and expand a portfolio of high-growth companies, driving measurable results by helping them unlock the full potential of Unify’s platform.
• Develop Scalable Success Strategies: Create frameworks for onboarding, implementation, and customer success that scale across a diverse customer base.
• Drive Retention and Expansion: Build and execute advanced post-sales strategies to increase customer lifetime value, focusing on retention, expansion, and overall satisfaction.
• Conduct Executive Business Reviews: Partner with senior customer stakeholders to showcase ROI, align on strategic goals, and identify new growth opportunities.
• Enable Seamless Integrations: Collaborate cross-functionally to guide customers through complex integrations with systems like Salesforce, HubSpot, and 6sense.
• Analyze and Act on Data Insights: Leverage customer and product data to identify trends, mitigate churn risks, and highlight upsell opportunities.
• Be a Thought Partner: Collaborate with the product and engineering teams to influence the roadmap, championing customer feedback, and advocating for innovative solutions.
• Mentor and Lead: Provide guidance to junior team members, sharing best practices, and contributing to a culture of continuous learning and excellence.

What You’ll Need

• Experience:
  • 5+ years in customer success, account management, or post-sales operations within SaaS or a technical product environment.
  • Proven track record of managing complex, high-value customer relationships, achieving strong retention and upsell results.
  • Experience building scalable processes and playbooks for onboarding and customer success.
• Technical Acumen:
  • Advanced proficiency in Salesforce
  • Strong data analytics skills, with experience using tools like Looker, Tableau, or Power BI for visualization.
  • Familiarity with SQL for in-depth data analysis and insights is a strong plus.
• Leadership Skills:
  • Ability to drive strategic initiatives, mentor team members, and influence cross-functional stakeholders.
  • Exceptional communication skills to present complex technical concepts and data insights to senior executives.
• Customer-Centric Mindset:
  • Passionate about delivering value and exceptional experiences to customers.
  • Skilled in identifying and addressing churn risks while unlocking new growth opportunities.

About this role:

This position will include full-time salaried offer with a target equity package and comprehensive benefits, including medical, dental, vision, and 401(k) options. This position is onsite in either San Francisco, CA, or New York City, NY, offering the invaluable opportunity to work closely with a talented team in a dynamic, high-energy environment. Being in-person enables real-time collaboration, fosters creative problem-solving, and strengthens the connections that drive innovation and impact. You'll be at the center of our fast-paced operations, contributing to a culture that values engagement, growth, and teamwork.