Customer Success Manager

At Univerx we build co-browsing, one-click video calls and smart routing for sales and support teams. Describing a screen over the phone is the slowest part of both jobs, so we built a way to just look at it together.

Our customers work in finance, insurance, healthcare, energy and the public sector. They see 35% higher conversion, 60% faster resolution and 45% fewer support tickets once the agent and the customer share the same screen.

We are a small, ambitious team that values curiosity, ownership and collaboration. We move quickly, ask for feedback early, and care about the details. If that sounds like how you work, we would like to hear from you.

The Role

As a Customer Success Manager, you'll own the accounts after the contract is signed. You'll get agents using co-browsing and video in their daily flow, then prove the outcome with real numbers.

You'll be the person a support director calls before they call anyone else.

What You'll Do

• Onboard new accounts, from embed install to agent training.
• Build success plans around conversion, resolution time and ticket volume.
• Run regular reviews with usage and outcome data.
• Drive adoption across teams that have not started using sessions yet.
• Spot renewal and expansion risk early, and act on it.
• Coordinate with support and engineering on customer issues.
• Turn what customers hit in production into product feedback.

Requirements

• 3+ years in customer success or account management for a SaaS product.
• Experience owning renewals and expansion targets.
• Comfort reading product usage data and presenting it to executives.
• Ability to train non-technical agents on a new tool.
• Strong organisation across a portfolio of accounts.
• Calm, clear communication when something has gone wrong.
• Interest in how support and sales teams measure their work.

Why Join Univerx?

• Build Products People Use Live: Your work shows up in real conversations between an agent and a customer, minutes after it ships.
• Grow With Us: Work alongside a small senior team, get real mentorship, and shape a product used by sales and support teams every day.
• Craft-Driven Culture: Design, engineering and research decide together. Quality is part of the plan, not a clean-up task.
• Flexible Work: A remote-friendly environment, flexible hours, and a culture built on trust and ownership.
• Competitive Benefits:
  • Competitive salary and performance bonuses
  • Flexible remote or hybrid work
  • Annual learning and development budget
  • Paid time off and public holidays
  • High-performance equipment
  • Regular team gatherings and off-site events