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Salary: USD 95,000 - 110,000 / annual
Unite Us is seeking a Senior Customer Success Manager based in West Virginia to serve as a strategic advisor for a portfolio of complex healthcare and government accounts. In this role, you will own customer outcomes, retention, and growth by building strong relationships with operational and executive stakeholders, developing account strategies aligned to customer goals, and driving measurable value through the Unite Us platform.
Key responsibilities include:
**Strategic Account Management**: Serve as the strategic partner for assigned accounts, developing and evolving Joint Success Plans aligned to customer priorities and measurable outcomes. Anticipate stakeholder needs and identify risks and opportunities that advance account success.
**Adoption & Value Realization**: Apply product expertise and change management principles to optimize workflows and drive sustained adoption. Use customer and platform data to identify trends and gaps, connecting platform usage to customer goals and communicating measurable value.
**Account Health & Retention**: Proactively identify and mitigate renewal risks using health signals and adoption trends. Lead renewal strategy and execution, and identify expansion opportunities in partnership with Sales.
**Strategic Communication**: Independently lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations. Tailor communication to diverse buyer types and navigate complex priorities. Diagnose root causes and drive solutions to reduce recurring issues.
**Cross-Functional Leadership**: Align cross-functional partners around customer priorities with clear ownership and timelines. Lead complex customer initiatives and advocate for customer needs with Product and internal teams.
**Team Leadership**: Serve as a trusted resource and thought partner for peers, sharing best practices and insights that strengthen team performance.
Unite Us' mission is to unlock the potential of every community by connecting healthcare organizations, government agencies, and community-based organizations to better collaborate and meet the needs of individuals. The company serves veterans, families, and all people needing connections to care across the country.
**Requirements**:
- 3+ years of customer success, account management, or directly related work experience
- 3+ years of experience supporting healthcare and/or government customers
- Experience managing complex customer relationships and executive stakeholders
- Experience with account planning, renewals, retention, and expansion
- Experience driving product adoption, workflow improvement, or change management
- Strong analytical skills with demonstrated ability to turn data into insights and action
- Experience leading strategic customer meetings, business reviews, or escalations
- Proven ability to lead cross-functional work without direct authority
- Must live in or around West Virginia
- May require 30% travel
