Customer Success Executive

Proudly voted a Great Place to Work®, we are a dynamic startup in the CPaaS (Communication Platform as a Service) space that is revolutionizing the way businesses communicate. Our team is made up of 400+ energetic and passionate Unifones who are dedicated to delivering the best possible experience to 5000+ customer-centric companies.

We pride ourselves on our fun and collaborative work environment, where creativity and new ideas are constantly encouraged. As shareholders in the business, we’re so much more than a group of passionate communicators. We are Unifones. Join our team and be a part of something big!

Meet the team!

The main aim of our Sales team is to drive revenue while acting as trusted consultants to our customers. Our team is made up of experts in account management, business development, and customer service. We work closely with other departments to ensure our products and services meet the needs of our customers. If you have a track record of success in sales, enjoy building relationships, and have a passion for helping others, we want you on our team.

As a Customer Success Executive, you will be responsible for ensuring our clients have the best experience possible throughout their journey with Unifonic. You will serve as the main point of contact for customers, building strong, long-lasting relationships while understanding their business needs and helping them maximize the value of our solutions. At Unifonic, our dynamic and energetic Customer Success team works closely with clients to drive adoption, deliver exceptional service, and support them in achieving their business goals. If you're passionate about customer success, enjoy solving problems, and thrive in a fast-paced, ever-evolving environment, you'll fit right in.

Help us shape the future of communication by:

• Building strong, trusted relationships with assigned customers, serving as their day-to-day point of contact and helping them get consistent value from Unifonic's platform throughout their lifecycle.

• Supporting customers and internal teams (Sales, Partners, Solution Consultants) in preparing Customer Success touchpoints, including QBRs, adoption reviews, and check-ins.

• Developing working knowledge of Unifonic's products, including messaging channels and conversational AI tools to help customers use the features most relevant to their needs.

• Driving early and sustained product adoption by proactively engaging customers, sharing best practices, and guiding them through onboarding and key milestones.

• Supporting adoption plans for accounts in your portfolio, with a focus on AI-powered features and successful rollout of purchased packages.

• Monitoring account health, flagging churn or risk signals early, and working with the account team to resolve issues and implement retention strategies.

• Spotting expansion and upsell opportunities within your portfolio, particularly around Unifonic's AI products, and looping in Sales where relevant.

• Staying current on trends in customer engagement, conversational AI, and CX automation, and sharing useful insights with customers and the wider Solutions team.

• Representing the Voice of the Customer internally, feeding back input that helps improve Unifonic's products and processes.

What you’ll bring:

• +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/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 communication skills, both written and verbal, 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.

Craft and Toolkit:

• SaaS & Customer Success

• CRM Systems

• Customer Onboarding & Product Adoption

• Customer Health & Success Metrics

• Data Analysis & Reporting

• Conversational AI & CPaaS (basic knowledge)

• QBRs & Customer Reviews

• Churn Prevention & Account Growth

• Technical Product Communication

• Cross-functional Collaboration

Character Traits:

• Analytical thinking and problem-solving – approach problems clearly, use data, and find solutions.

• Ownership and accountability – take responsibility and follow projects through to completion.

• Communication – explain ideas clearly and listen to others across teams.

• Collaboration – work well with others and support team goals.

• Adaptability and learning – adjust to change and keep learning new skills or tools.

• Mentorship and knowledge sharing – help others grow and share what you know.

• Resilience – stay calm under pressure and handle setbacks constructively.

• Quality and attention to detail – do work carefully and strive for improvement.

• Advocacy and innovation – encourage best practices, efficiency, and new ideas

As a Unifone you’ll receive a range of benefits:

• Competitive salary and bonus

• Unifonic share scheme (we are all owners!)

• 30 holiday days after the first anniversary

• Your Birthday off!

• Spend up to 25 days per year working from anywhere in the world!

• Paid leave for new parents