Unifocus

About the Company

Unifocus is the leading provider of workforce management and operations software tailored for the global hospitality industry. With over 25 years of experience, Unifocus has a proven track record of being at the forefront of operations management technology, consistently delivering first-to-market solutions that drive significant improvements in operational efficiency and guest satisfaction.

Our best-in-class platform boasts a comprehensive suite, robust analytics, and deep domain expertise.

Our all-in-one platform includes tools for:

Forecasting & Budgeting: Accurate predictions to ensure optimal staffing levels.

Automated Scheduling: Intelligent scheduling perfectly matches staff levels with fluctuating occupancy. ShiftGenius allows employees to easily pick up and swap shifts and managers to post and seamlessly approve changes.

Time & Attendance: Efficiently track and manage employee hours.

Operations Management: Streamline housekeeping, maintenance, and guest requests.

Communications: Guest experience is at the forefront with integrated guest messaging that allows staff to deliver exceptional service in real time. Surveys help validate guest and staff satisfaction.

Built for real-time operations, our platform ensures immediate responses to labor compliance alerts, guest requests, and housekeeping needs.

Our software supports over 31 languages, making it accessible and user-friendly for diverse teams across the globe. Our mobile app enables on-the-go management and boosting overall efficiency.

Unifocus seamlessly integrates with Property Management Systems (PMS) and other core hospitality platforms, ensuring that all operations are in sync with guest requirements and hotel needs.

With powerful analytics, hotels can identify trends, track financial impacts, and make informed decisions to enhance operations.

Listed Jobs

Company Name

Unifocus

Job Title

Client Success Manager

Job Description

Job Title: Client Success Manager Role Summary: Lead technical client success for the UK region, ensuring rapid adoption, high satisfaction, and revenue growth for Unifocus’s workforce‑management platform. Drive onboarding, health monitoring, strategic advisory, retention, and upsell initiatives for a portfolio of hospitality, casino, and dynamic scheduling clients. Expectations: - Deliver measurable adoption and renewal rates that exceed targets. - Cultivate trusted advisor relationships; identify and execute upsell opportunities. - Maintain client health scores, proactively mitigate churn, and secure expansion. - Provide timely, technically accurate support and training in collaboration with sales, support, and implementation teams. Key Responsibilities: - **Onboarding:** Manage end‑to‑end onboarding process, customize to client needs, accelerate ramp‑up, and continuously improve onboarding workflows. - **Health & Satisfaction:** Monitor client health metrics, predict challenges, coordinate issue resolution with support and implementation, and elevate client satisfaction indices. - **Advisory & Training:** Serve as the primary consultant, deliver best‑practice guidance, conduct training sessions, and ensure clients maximize platform value. - **Retention & Expansion:** Drive adoption initiatives, recommend product enhancements to influence roadmap, and manage renewal conversations to secure retention and expansion. - **Upselling & Sales Support:** Identify cross‑sell/upsell opportunities, prepare and deliver technical presentations, provide sales enablement, and negotiate uplift terms. - **Team Leadership:** Lead and mentor small teams, set performance goals, and foster a collaborative, client‑centric culture. Required Skills: - Strong client relationship management and stakeholder engagement. - Excellent communication, presentation, and facilitation abilities. - Proficiency in CRM (Salesforce) and task tracking (Jira). - Technical aptitude for SaaS workforce‑management solutions. - Analytical problem‑solving and data‑driven decision making. - Leadership and team‑building experience. - Ability to work flexibly in a fast‑changing organization. Required Education & Certifications: - Bachelor’s degree or equivalent professional experience. - Proven experience in the hospitality industry. - Prior role as a Client Success/Experience Manager or similar for SaaS products, including upsell and renewal responsibilities. - Comfortable conducting technical presentations and demos. - Fluency in English required; proficiency in an additional language preferred.

London, United kingdom

Hybrid

03-02-2026