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Unite Us is seeking a Senior Customer Success Manager based in Ohio 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'll develop account strategies aligned to customer goals, leverage product expertise and data to drive adoption, and use change management principles to optimize workflows.
Key responsibilities include: owning strategic customer relationships and developing Joint Success Plans; driving adoption and measurable value through the Unite Us platform; proactively identifying and mitigating account and renewal risks; leading strategic customer conversations including QBRs, renewals, and escalations; coordinating cross-functional partners to advance customer priorities; and advocating for customer needs with internal teams like Product.
You'll independently manage complex stakeholder relationships, diagnose root causes of challenges, resolve recurring issues, and lead initiatives that reduce repeat problems. You'll also serve as a thought partner for peers, sharing best practices and insights to strengthen team performance.
The ideal candidate has 3+ years of customer success or account management experience, with 3+ years supporting healthcare and/or government customers. You should have experience managing complex customer relationships and executive stakeholders, account planning, renewals, retention, and expansion. Strong analytical skills, demonstrated ability to drive product adoption and change management, and proven success leading cross-functional work without direct authority are essential.
