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Salary: USD 95,000 - 110,000 / annual
Unite Us is seeking a Senior Customer Success Manager to serve as a strategic advisor responsible for owning customer outcomes, retention, and growth across a portfolio of complex accounts. You will build strong relationships with operational and executive stakeholders, develop and evolve account strategies aligned to customer goals, and use product expertise, data, and customer insights to drive measurable value through the Unite Us platform.
Key responsibilities include:
**Strategic Customer Relationships & Account Strategy**: Serve as the strategic partner for assigned accounts, building strong relationships with operational and executive stakeholders. Develop and evolve account strategies and Joint Success Plans aligned to customer goals, priorities, and measurable outcomes. Anticipate stakeholder needs and identify risks, opportunities, and actions that advance account success.
**Drive Adoption, Value & Customer Outcomes**: Apply product expertise and change management principles to optimize workflows and drive sustained adoption. Use customer and platform data to identify trends, gaps, and opportunities for improvement. Connect platform usage and outcomes to customer goals and clearly communicate measurable value.
**Own Account Health, Retention & Growth**: Proactively identify and mitigate account and renewal risks using health signals, adoption trends, and stakeholder engagement. Lead renewal strategy and execution, ensuring alignment and readiness across customer and internal stakeholders. Identify expansion opportunities and partner with Sales to advance qualified growth opportunities.
**Lead Strategic Communication & Customer Problem Solving**: Independently lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations. Tailor communication to diverse stakeholder and buyer types and navigate complex or competing priorities. Diagnose root causes, resolve recurring challenges, and drive solutions that reduce repeat issues.
**Drive Cross-Functional Execution & Customer Advocacy**: Align cross-functional partners around customer priorities, establishing clear ownership, timelines, and dependencies. Lead complex customer initiatives and proactively identify and mitigate project risks. Synthesize customer feedback into actionable themes and advocate for customer needs with Product and other internal teams.
**Demonstrate Leadership & Elevate Team Effectiveness**: Serve as a trusted resource and thought partner for peers. Share best practices, insights, and learnings that strengthen team performance.
Unite Us' mission is to unlock the potential of every community by connecting community-based organizations, government agencies, and healthcare organizations to better collaborate and meet the needs of individuals in their communities. The company drives collaboration to predict, deliver, and pay for services that impact whole-person health.
**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
This position is remote, U.S. based, and may require 30% travel.
