Customer Success Manager

Summary

Join Unite Us as a Customer Success Manager in New Hampshire and play a pivotal role in ensuring customer and community-based organization success. You will manage and grow a portfolio of small to mid-tier customers, focusing on high customer satisfaction, adoption, and engagement. This role demands strong relationship-building skills and collaboration with cross-functional teams. Responsibilities include developing success plans, gathering customer feedback, and mitigating attrition risks. The ideal candidate possesses 3+ years of professional experience, 1-3+ years in customer success, and a bachelor's degree or equivalent. The position is remote, with potential for 5-10% travel.

Requirements

• 3+ years of professional work experience suggested
• Typically requires a bachelor's degree or equivalent experience
• Established Customer Success skills to perform a range of day-to-day activities
• Demonstrated success managing complex projects and scenarios with organization and confidence

Responsibilities

• Manage, grow, and retain a book of business for assigned non-complex small to mid-tier customers
• Ensure customers have a high rate of customer satisfaction, adoption, and engagement
• Build and maintain strong, long-lasting customer and community relationships with stakeholders, including end-to-end engagement
• Collaborate with cross-functional teams to develop and execute a coordinated engagement approach to foster partnerships and ensure the growth and sustainability of customers and our accountable care networks
• Develop and iterate on success plans for customers that outline their key objectives and success metrics; identify coordinated strategies, key risks, and solutions to ensure long-term partnership success
• Solicit and synthesize customer feedback on a regular basis to serve as the voice of the customer and community partners within Unite Us
• Closely manage and monitor accounts to identify and eliminate risk of attrition

Preferred Qualifications

1-3+ years of customer success or 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
• Wellness
• 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
• 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