Unibuddy

Customer Success Manager

• Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals.
• Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials.
• Build ROI proof points and value narratives for AM to use in customer-facing ROI meetings.
• Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption.
• Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to AM with context.
• Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2.
• Deliver product training and resources to maximize platform usage.
• Maintain accurate, up to date customer health signals and proactively flag risks or blockers to AM, with mitigation plans attached.
• Develop strong, multi-level relationships across institutions, building resilience beyond a single champion.
• Keep internal success tools (Salesforce) up to date with key updates and engagement insights.

Customer Support

• Investigating, troubleshooting and resolving technical issues across the Unibuddy platform.
• Acting as a subject matter expert across the Unibuddy platform, with particular expertise in CRM integrations, Assistant and product configuration.
• Partnering with Customer Success Managers to understand upcoming onboarding activity, provide technical guidance throughout the implementation journey, and support onboarding, implementation and product-related queries.
• Replicating issues, identifying root causes and creating clear, high-quality bug reports for Product and Engineering.
• Building strong relationships with Product, Engineering and Customer Success teams to help deliver great customer outcomes.
• Creating and maintaining Help Centre content, internal documentation and self-service resources.
• Identifying opportunities to improve support processes, self-service resources and the overall user experience.

Customer Success Manager

Customer Support, Technical Specialist