This is a remote position.
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.
Skills Required
- 5+ years of customer-facing experience focused on retention, growth, and account strategy
- Experience managing complex retention and cross-sell opportunities
- Ability to lead negotiations for accounts exceeding $200,000 ARR
- Ability to work independently and in a small, dynamic team
- Ability to demonstrate the product to new users and conduct executive business reviews
- Ability to build long-term relationships with internal and external stakeholders
- Willingness to travel to customers on-site as required
- Process-oriented mindset with ability to identify trends, risks, and process improvements
- Strong project management and organizational skills
- Strong work ethic and ownership mindset
- Curiosity and willingness to develop deep product and customer business knowledge
What We Do
Unit21 protects businesses against adversaries engaging in money laundering, fraud, and other sophisticated risks by offering a no-code toolset to model, detect, and remediate suspicious activity. Our customers range from large Fortune 500 companies to high-potential, pre-launch startups. In 2020, customers uncovered over $80m in laundered money using our software. We are an early-stage startup, well-funded by Google and other leading VCs, and growing rapidly. Our team believes deeply in fostering individual ownership, iterative product development, and empathetic communication. Our no-code solution empowers risk and compliance teams to make data-driven decisions autonomously - no engineers required. There are many challenging problems to solve in this industry, and a huge opportunity for our software to empower companies to define a new method of dealing with suspicious activity on their platforms.
Why Work With Us
Unit21 is a product-led organization with over two-thirds of the company in product and engineering. We are a customer-obsessed team committed to empowering our customers with the highest quality tool in the market. We have an ambitious culture and offer top-notch benefits, perks, and compensation. Join us in the fight against financial crime.
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