Customer Success Executive

Job Summary

As a Customer Success Executive at Unifonic, you will serve as the primary point of contact for assigned customers, building strong relationships and ensuring they derive maximum value from Unifonic’s CPaaS platform throughout their lifecycle.

Responsibilities

• Build and maintain trusted relationships with assigned customers, acting as their day-to-day contact and ensuring consistent value delivery from Unifonic’s platform.
• Support customers and internal teams in preparing Customer Success touchpoints, including QBRs, adoption reviews, and check-ins.
• Develop working knowledge of Unifonic’s products, including messaging channels and conversational AI tools, to guide customers toward features most relevant to their needs.
• Drive early and sustained product adoption by proactively engaging customers, sharing best practices, and guiding them through onboarding and key milestones.
• Monitor account health, identify churn or risk signals early, and collaborate with the account team to resolve issues and implement retention strategies.
• Identify expansion and upsell opportunities within your portfolio, particularly around AI-powered features, and engage Sales where appropriate.
• Stay current on trends in customer engagement, conversational AI, and CX automation, and share insights with customers and the Solutions team.
• Represent the Voice of the Customer internally, providing feedback that helps improve Unifonic’s products and processes.

Requirements

• 2+ years of experience in a customer-facing role such as customer success, account management, customer support, or client services.
• Experience with SaaS, CPaaS, or other tech or consumption-based products is a plus.
• Basic understanding of SaaS business models and genuine interest in learning how enterprise customers derive value from technology platforms.
• Ability to build rapport and trust with customer stakeholders, including day-to-day users and team leads.
• Comfortable working with, or eager to learn, Success Plans and success metrics to track customer outcomes.
• Strong written and verbal communication skills with the ability to explain technical or product concepts clearly.
• Self-motivated, curious, and a strong team player who thrives in a fast-paced environment.
• Organized and detail-oriented with a customer-first mindset and a track record of following through on commitments.

What the company offers

• Competitive salary and bonus.
• Unifonic share scheme.
• 30 holiday days after the first anniversary.
• Birthday off and up to 25 days per year working from anywhere in the world.
• Paid leave for new parents.

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