Customer Success Manager

About Unloq:

Unloq is part of Linklogis Group, an award-winning leader in supply chain finance. With deep expertise in serving major buyers in North America, Europe and Asia, Unloq makes trade financing simple across global corridors. We’ve built unique knowledge and expertise that allows us to move faster, improve processes, and deliver smarter financial solutions. Our platform helps buyers unlock working capital while enabling suppliers to get paid earlier, creating a flywheel that accelerates growth for everyone.

With our purpose-built solutions and industry-leading technology infrastructure, we are able to deliver tangible benefits to various stakeholders in the supply chain finance ecosystem with profound influence in reshaping the supply chain finance sector. We focus on providing world-class solutions for enterprises and financial institutions to meet their evolving business and technology needs, helping them deliver superior user experience for their SMEs.

The role:

As a Customer Success Manager at Unloq, you’ll own a portfolio of customers post the sales cycle.

This is a hybrid success-and-growth role; you’ll be trusted to build strong relationships, act as a strategic advisor, and confidently lead upsell and cross-sell conversations in partnership with Sales.

Responsibilities:

Customer Value & Retention

• Own the post-sale customer relationship.
• Drive adoption of Unloq’s Supply Chain Finance solutions across customer organisations.
• Ensure customers are realising clear financial and operational outcomes.
• Proactively manage risks to retention and customer satisfaction.
• Lead regular value reviews and success planning sessions.

Commercial Growth & Upsell

• Identify expansion opportunities within existing accounts (additional users, suppliers, regions, products, or volume-based growth).
• Lead upsells and cross-sell conversations with customers, positioning additional capabilities based on value and outcomes.
• Partner closely with Account Executives on larger expansion deals and renewals.
• Build ROI-driven business cases to support contract growth.
• Forecast expansion and renewal opportunities accurately.

Stakeholder Management

• Build trusted relationships with senior stakeholders across Legal, Operations, and Solutions.
• Navigate multi-stakeholder customer environments with confidence.
• Act as the voice of the customer internally.

Internal Collaboration

• Work closely with Sales, Product, Risk, and Operations to deliver seamless customer experiences.
• Provide feedback on product usage, customer needs, and market trends.
• Maintain accurate Salesforce and customer health data.

Background/Experience:

• 3 - 6 years of experience in Customer Success or Account Management.
• Demonstrated experience driving upsell, cross-sell, or account expansion.
• Experience in fintech, financial services, payments, or supply chain solutions strongly preferred.
• Comfortable discussing commercial terms, pricing, and ROI.
• Strong project management and stakeholder communication skills.
• Customer-first but commercially aware, you balance value delivery with revenue growth.
• Confident having value-based commercial conversations.
• Data-driven and outcomes-focused.
• Consultative, credible, and trusted by senior customer stakeholders.
• Proactive, organised, and comfortable working in a scaling environment.