Enterprise CSM (London)

About the role: We are looking for a Customer Success Manager to join our team at Unit21. You goal will be to drive value across our strategic customers, leading customer relationships and strategy and identifying opportunities for further partnership. What you’ll be doing: Act as the main point of contact for enterprise customers, guiding them on best engagement with Unit21 based on their current and evolving needs Leverage meetings and various engagement styles to create broad and deep relationships in order to understand their success criteria, help tell the story of Unit21’s value to their business, and retain their ongoing business Drive business growth (upsell and cross sell) by identifying new use cases and pain points within the customers fraud and AML workflows, owning NRR for your book of business Act as a customer advocate internally, bringing trends and feedback to the team backed by data What we’re looking for: 5+ years of customer facing experience with a focus on retention, growth and driving account strategy Experience managing complex retention and cross sell opportunities, with the ability to lead negotiations for accounts $200k+ ARR. You think through levers available and how to lead the conversation with value. Ability to thrive independently and with a small team with a highly dynamic work environment, switching rapidly from strategy to execution to handle multiple ongoing projects. You can demo the product to a new user, hold an executive business review, iterate on an AI Agent, and synthesize product feedback across the span of a few hours. 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. You believe that relationships are critical to success, grounded by an understanding of goals. A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process. You synthesize trends, call out risks and create sustainable ways of leveraging technology. Outstanding project management and organization skills, and an ownership mindset demonstrated by strong work ethic. You use a project plan for accountability internally and externally, creating clear visibility and project momentum. Sense of curiosity and learning - focused on internal product knowledge and externally on the customer business. You dive in deep with a hunger to be a product expert. Work Location: This is a remote position in London. Compensation: The standard base pay range for this role is £80,000 - £90,000 annually. This range does not include bonuses, equity, or other incentives. What We Offer Competitive salary and pre-IPO equity 100% company-paid medical, dental, and vision insurance (employee) Unlimited PTO and generous leave programs 401(k), learning & development stipend, and home office setup support Inclusive, high-ownership culture focused on impact, innovation, and growth Equal Opportunity Unit21 is an equal opportunity employer. We encourage candidates to apply even if they do not meet every listed requirement. We are committed to building a diverse, inclusive workforce.