Customer Success Executive

Summary

Join Unite Us as a Customer Success Executive - Government and play a key role in ensuring customer and community-based organization success. This senior individual contributor position requires managing high-value government accounts, building strong relationships, and driving customer engagement. You will be responsible for developing and executing engagement strategies, analyzing data to identify areas for improvement, and acting as the customer's escalation point for critical issues. The ideal candidate possesses 7+ years of professional experience, 5+ years in customer success or account management, and a deep understanding of the healthcare and social services sectors. This remote, U.S.-based position offers a competitive salary and a comprehensive benefits package.

Requirements

• 7+ years of professional work experience suggested
• Demonstrated experience in managing a book of business and complex, high-value accounts
• Experience creating and sustaining large, complex strategic partnerships
• Demonstrated success with renewals and retention opportunities
• Demonstrated ability to take initiative, inspire others, and influence change at all levels
• Superior organizational skills to ensure well-prepared and timely meetings with customer base
• Excellent communication and presentation skills
• Experience working with government agencies
• A passion for healthcare, human services, and/or public health
• Typically requires a bachelor's degree or equivalent experience

Responsibilities

• Manage, grow, and retain a book of business for assigned complex, high-value strategic government accounts
• Ensure excellent customer satisfaction, user adoption, engagement, and retention
• Be an expert in Unite Us products and services and educate customers on Unite Us technology solutions
• Build and maintain strong, long-lasting customer and community partner relationships with large and priority stakeholders, including end-to-end engagement
• Independently act as the customer’s escalation point for business-critical issues, ensuring follow-up and resolution
• Create and execute engagement strategies based on customer needs and the network growth and development strategy
• Develop and iterate on success plans for customers that outline their key objectives and success metrics; identify critical risks and solutions to ensure long-term partnership success
• Deliver best practices for data-driven process workflows based on specific use cases, evolving industry standards, and understanding related tools
• Analyze data to provide deeper insights and understanding of customer operations and network performance, including opportunities for improvement and areas of strength
• Turn data insights into tactical interventions that drive platform utilization, network health, and value for customers and community partners working cross-functionally
• Solicit and synthesize feedback regularly to serve as the voice of the customer and community within Unite Us
• Lead process development and improvement initiatives to support customers and communities

Preferred Qualifications

5+ years of customer success, account management, or directly related work experience preferred

Benefits

• Medical, Dental, and Vision
• We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members
• Flexible Time Off
• Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays
• Paid Parental Leave
• Adoptive parents are included
• Employee Resource Groups
• Choose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace. We also provide an ongoing series of DEI lunch & learn education
• Spending Accounts
• We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer Match
• Enjoy matching, immediate vesting and financial wellness resources
• Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
• Disability Coverage
• Accident Insurance
• Pet Insurance
• As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies