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Unite Us is seeking a Customer Success Executive to own retention and expansion for a strategic portfolio of enterprise customers. In this senior individual contributor role, you will build and nurture executive-level relationships with C-suite stakeholders across providers, payers, public sector, and community-based organizations. You'll develop multi-year account plans aligned to customer objectives, drive gross revenue retention (GRR) and net revenue retention (NRR), and proactively mitigate churn risk.
Key responsibilities include negotiating complex multi-year renewals and upsells, structuring pricing and terms in partnership with Legal and Finance. You'll translate platform utilization data and network health metrics into compelling ROI narratives and quarterly business reviews (QBRs) that drive executive decisions. You'll orchestrate cross-functional initiatives with Product, Community, Operations, Marketing, and Support to unlock adoption, resolve issues, and deliver on success plans—without formal people management.
You'll design and implement best-practice workflows and enablement for targeted use cases, run adoption campaigns, and measure engagement to expand value across networks. Maintaining accurate renewal and expansion pipelines in CRM, you'll forecast revenue with precision and communicate forecast changes early based on budget and procurement intelligence. You'll champion the voice of the customer, gathering feedback and competitive intelligence to advocate for product roadmap priorities and differentiated positioning.
This role operates with high autonomy, positioning you as a domain expert and trusted advisor who translates customer insights into actionable plans that strengthen partnerships and drive measurable impact—adoption, network growth, ROI, and program outcomes.
