Customer Success Executive

Summary

Join Unite Us as a Customer Success Executive and leverage your expertise in health and social care to help customers achieve their business objectives. This senior-level individual contributor role requires a strategic mindset, strong presentation skills, and the ability to build trust with executive stakeholders. You will manage high-value accounts, ensuring customer satisfaction and user adoption while acting as the escalation point for critical issues. Responsibilities include developing engagement strategies, creating joint success plans, conducting quarterly business reviews, and leveraging data insights to drive platform utilization. The ideal candidate possesses 7+ years of professional experience and 5+ years in customer success or account management, with a proven track record of managing complex accounts and strategic partnerships.

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
• Medicare: 1 year of experience with Medicare Programs

Responsibilities

• Manage, grow, and retain a book of business for assigned complex, high-value strategic 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; while leaning into CS and cross-team leadership for support
• Create and execute engagement strategies based on customer needs and the network growth and development strategy
• Develop and iterate on joint success plans for customers that outline their key objectives and success metrics; identify critical risks and solutions to ensure long-term partnership success
• Run Quarterly Business Reviews for all accounts in your book of business
• Have deep knowledge of client budget and procurement cycles to reduce the risk of churn and drive retention
• Deliver best practices for data-driven process workflows based on specific use cases, evolving industry standards, and understanding related tools
• Be a subject matter expert that colleagues can consistently rely to help problem solve
• 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 OffTake what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays
• Paid Parental LeaveAdoptive parents are included
• Employee Resource GroupsChoose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace
• Spending AccountsWe offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer MatchEnjoy 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