Customer Success Manager

People Mission

“DEVELOPING PIONEERS IN THE DIGITAL CINEMA SPACE to creatively and collaboratively transform the cinema industry.”

About the Company

Unique X delivers innovative, autonomous software solutions and content services to cinemas worldwide as we draw all elements of cinema operations and content services together into a single, automated workflow.

We have a truly global reach; our products are used in over 90 different countries around the world making us the leading digital cinema solution provider and our customers include the major Hollywood and independent film studios and the largest cinema operators.

If you’ve ever been to the cinema, chances are Unique X helped put that content and the movie on the screen.

Team and Job Purpose

We work collaboratively to develop our products by encouraging employees to share their ideas. We value each person’s talent and the contributions they bring to the organization, providing the motivation and tools to successfully achieve their goals. As a Customer Success Manager, you'll be the trusted advisor to our clients, building enduring relationships that pave the way for mutual growth. Your role is pivotal in ensuring our clients' voices are heard and their success is paramount, positioning you as the go-to contact for all their needs.

Duties and Responsibilities

• Manage a portfolio of accounts to achieve long-term success
• Maintain strong client relationships
• Develop a comprehensive and deep technical knowledge of our products
• Act as the point of contact for clients and internal stakeholders
• Onboard new customers, ensuring a smooth transition from sales to implementation
• Monitor customer usage data, health indicators, renewal dates, and growth opportunities
• Address customer issues with speed and efficiency
• Advocate for customer needs/issues across departments
• Monitor and report on customer satisfaction metrics and KPIs
• Work closely with Sales, Product, IT, and Support teams to ensure a unified customer experience
• Support clients with queries and training requests
• Identify and document new functionality requests and bug notifications from clients
• Engage in occasional domestic and international travel
• Ensure both the company and clients adhere to contract terms

Who we think will be a great fit

The role requires at least 3 years of experience in a relevant role within an advertising technology software company. You should know how to build rapport and communicate with decision-makers, possess strong customer service skills, and be an effective team player who can work across teams. If you have a proactive approach to improving service quality and can work under pressure in a fast-paced environment while remaining calm and focused, we encourage you to apply for this position.

Essential Skills

• Minimum 3 years’ work experience as a Customer Success Manager in the advertising technology field (providing AdTech solutions for the customers)
• Strong understanding of advertising technologies
• Quick learner with the ability to learn and adapt to new software
• Friendly and professional with exemplary written and oral English skills
• Strong documentation skills, including being able to draft user guides and sales presentations
• Clear and patient training skills
• Accomplished presenter
• An analytical and logical ability to understand our client internal workflows to help ensure they get the best out of our products
• Clear DBS (willingness to undertake, paid by the company)

Desirable Skills

• Any IT background or software development experience a plus
• Additional languages or experience of working with overseas clients and other cultures would be advantageous

We offer exciting benefits such as:

• Looking to take a certification course or embark on a learning activity? We will support you where we can!
• 20 days annual leave increasing to 24 days based on length of service
• A day off to celebrate your birthday!
• Meet and have fun with your colleagues at team events
• Hybrid working to support your working preferences
• Is your hometown too small for you? You have the opportunity to work from another location
• Want to work with your friends or the techie people you know? We have a referral program to help you with that

As a company, we are required to complete criminal record checks on our employees e.g. DBS (Disclosure Barring Service or relevant check-in our other locations e.g. Lithuania/USA)