Customer Success Manager

About Us

​For many people, the most important aspect of a new role is mission alignment. At Unit21, we’re dedicated to fighting financial crime. We’re building out a suite of AI tooling to make detection & investigation so efficient that many vectors of wrongdoing will be eliminated. Our calling card in the industry is customizability and putting control in the hands of Fraud & AML agents to help them work with speed, accuracy, and trust. Unit21 is a place to work for those who want to make a difference.
 

Job Description

This is a remote position.

About the Role:
 

We are looking for a Customer Success Manager to join our team at Unit21. You will drive value across our mid market customer base, leading customer relationships and strategy, driving the development of processes to improve our business scalability, as well as advocating for and growing customers. 
 

What you’ll be doing:
 

• Act as the main point of contact for a set group of our SMB customers
   
• Leverage technology and tooling to create thoughtful and impactful engagements with customers
   
• Identify opportunities for growth, with the ability to storytell business impact
   
• Leverage meetings and different engagement styles to create broad and deep relationships in order to understand success criteria and help tell the story of Unit21’s value to a business 
   
• Act as a customer advocate internally, bringing trends and feedback to the team backed by data
   
• Create a direct impact on Unit21’s customer experience and growth! 
   

What we’re looking for:
 

• 1-3(+) years of customer facing experience with a strong focus on retention and driving account strategy
   
• Experience managing complex retention and upsell opportunities, with the ability to lead negotiations for accounts $20-100k ARR.
   
• Ability to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution to handle multiple ongoing projects.
   
• 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.
   
• A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process, leveraging AI and available tooling
   
• Outstanding organization skills, and an ownership mindset demonstrated by strong work ethic.
   
• Sense of curiosity and learning - focused on internal product knowledge and externally on the customer business. 
   

Bonus Points:
 

• Bachelor’s degree
   
• Experience in FinTech, AML or fraud
   

Work Location
 

Remote work is limited to the following U.S. states:
AZ, CA, CO, GA, ID, IL, KS, MD, MA, NH, NJ, NY, NC, OH, OR, PA, RI, SC, TX, UT, VA, WA

Compensation
 

The base salary for this role is $80,000 annually. This role will also include bonuses, equity, and 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.