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Unite Us is seeking a Senior Customer Success Manager based in Missouri 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. You will develop and evolve account strategies aligned to customer goals, using product expertise, data, and customer insights to drive measurable value through the Unite Us platform.
Key responsibilities include owning strategic customer relationships and account strategy; developing Joint Success Plans aligned to customer priorities and measurable outcomes; anticipating stakeholder needs and identifying risks and opportunities. You will drive adoption and customer outcomes by applying product expertise and change management principles to optimize workflows and sustain adoption. Using customer and platform data, you will identify trends, gaps, and improvement opportunities, connecting platform usage to customer goals and communicating measurable value.
You will own account health, retention, and growth by proactively identifying and mitigating renewal risks using health signals and adoption trends. You will lead renewal strategy and execution, ensuring alignment across customer and internal stakeholders, and identify expansion opportunities to partner with Sales on qualified growth.
You will lead strategic communication and problem-solving by independently conducting stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations. You will tailor communication to diverse stakeholder types and navigate complex priorities. You will diagnose root causes, resolve recurring challenges, and drive solutions that reduce repeat issues.
You will drive cross-functional execution by aligning partners around customer priorities, establishing clear ownership and timelines. You will lead complex customer initiatives, identify and mitigate project risks, and synthesize customer feedback into actionable themes for Product and internal teams.
Finally, you will demonstrate leadership by serving as a trusted resource and thought partner for peers, sharing best practices and insights that strengthen team performance.
