About Unipaas
Unipaas is the AI-native payments platform built for vertical software. We help platforms and marketplaces turn payments from a back-office utility into a growth lever. Our unified, fully managed service lets them deliver branded payment experiences without redirects, multiple providers, or long integration timelines. Founded in 2020 by payments-industry veterans, we serve customers across the UK, and Europe in education, healthcare, and field services.
Role Overview
We are looking for a Customer Success Manager to own and grow relationships with our software platform clients in the UK. You will act as the primary commercial and strategic contact, driving adoption of Unipaas payment and capital solutions, conducting performance reviews and QBRs, and identifying opportunities for revenue and product expansion. This role combines account management, data-driven analysis, and consultative leadership across your portfolio.
Responsibilities
- Own and manage a portfolio of software platform accounts, acting as their main point of contact for commercial and product-related topics.
- Conduct regular QBRs and performance reviews with clients, using data and insights to highlight results, uncover gaps, and align on growth plans.
- Analyse transaction, revenue, and product-usage data to identify optimisation opportunities (conversion, ARPU, activation, churn risk, new features).
- Build and execute joint account plans with clients, pushing for growth through feature adoption, new use cases, and market expansion.
- Lead ongoing relationship management, including renewals, upsell opportunities, and risk mitigation.
- Handle support tickets - needed as part of the team. Customer success oversees both growth and support. You will need to master both while focusing on the growth and account management side.
- Coordinate with internal teams (Product, Operations, Risk, Compliance, Support, Engineering) to resolve client issues and deliver roadmap items.
- Translate client feedback into structured inputs for Product and Operations, influencing the evolution of Unipaas solutions.
- Support new client onboarding from a commercial and success perspective, ensuring smooth go-live and early adoption milestones.
- Maintain accurate account records, forecasts, and activity tracking in the CRM.
- Represent Unipaas in client meetings (on-site and virtual) across the UK as needed.
Qualifications
- Native or near-native English proficiency level (spoken and written).
- 5+ years of experience in B2B Customer Success, Account Management, or similar client-facing role in SaaS, fintech, payments, or software platforms.
- Demonstrated experience running data-driven performance reviews/QBRs and turning insights into concrete client actions and growth.
- Strong analytical skills and confidence working with data (e.g. dashboards, spreadsheets, cohort and performance analysis).
- Excellent communication and presentation skills, with the ability to explain complex payment or technical concepts in simple, business-focused language.
- Highly organised and task oriented, able to manage multiple accounts and priorities in parallel.
- Proven track record of building senior stakeholder relationships and influencing clients towards adoption and growth.
- Customer-centric mindset with a proactive, problem-solving attitude.
- Comfortable working independently in a fast-paced, scale-up environment, as well as collaborating within cross-functional teams.
- Bachelor's degree in Business, Economics, Engineering, or a related field.
Nice to Have
- Experience in the payments or financial services industry (acquiring, gateways, embedded finance, open banking, Direct Debit, etc.) - Highly Preferred
- Background working with vertical SaaS platforms (e.g. accounting, education, healthcare, or other B2B software ecosystems).
- Technical orientation and deep understanding of software products.
- Familiarity with CRM tools such as HubSpot, Ticketing tools such as Zendesk, Jira or similar.
- Exposure to AI-driven customer support / automation and interest in leveraging AI to improve client outcomes.
- Hands-on experience with basic data analysis and reporting (e.g. building client-facing decks, using BI tools).
Why Join Unipaas?
- Innovative environment: Help transform how vertical SaaS platforms manage embedded payments and capital services.
- Impactful role: Directly influence client revenue, product adoption, and Unipaas' growth in the UK and EU market.
- Collaborative culture: Work closely with product innovators, developers, operations, risk, and commercial leaders.
- Growth opportunities: Develop towards senior account ownership and broader commercial leadership across strategic platform clients.
