Unite Us is hiring a
Senior Customer Success Manager

Summary

The job description is for a Senior Customer Success Manager role at Unite Us, a company focused on improving health and social care services. The role involves managing large-tier customers, ensuring customer satisfaction, building relationships with stakeholders, owning renewals and expansion opportunities, being an expert in the company's products, resolving business-critical issues, creating engagement strategies, developing success plans, defining usage strategies, analyzing data for insights, soliciting feedback, and more. The ideal candidate should have 5+ years of professional work experience, 3-5 years in customer success or related roles, experience with strategic partnerships, renewals, and retention opportunities, strong organizational skills, data analysis abilities, and a passion for healthcare.

Requirements

• 5+ years of professional work experience suggested
• 3-5 years of customer success, account management or directly related work experience preferred
• Experience creating and sustaining strategic partnerships
• Experience with renewals and retention opportunities
• Demonstrated ability to take initiative, inspire others, and influence change at all levels
• Self-starter motivation with strong organizational and time management skills – you make things happen!
• Experience analyzing data to pull out insights, tell a story, and drive action
• The ability to thrive in a variable and demanding start-up environment - you are solutions-oriented, comfortable with ambiguity, and highly adaptable

Responsibilities

• Manage, grow, and retain a book of business for assigned large-tier customers with an average of $200K CARR
• Ensure customers have a high rate of customer satisfaction, adoption, engagement and retention
• Build and maintain strong, long-lasting customer and community partner relationships with large and priority stakeholders
• Own client renewals and expansion opportunities in partnership with key internal stakeholders
• Be an expert in Unite Us products and services and educate customers on Unite Us technology solutions
• 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 identify solutions to ensure long-term partnership success
• Define usage strategies and business objectives to ensure impact alignment between Unite Us and key customer stakeholders
• Monitor user adoption by customers and take action as necessary
• Manage and lead user training and support through workflow pilots and rollouts
• Deliver best practices for data-driven process workflows based on specific use cases, evolving industry standards, and an understanding of related tools
• Analyze data to provide deeper insights into 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

Preferred Qualifications

• Demonstrated experience in managing a book of business is a strong plus
• A passion for healthcare, human services, and/or public health

Benefits

• Medical, Dental, and Vision insurance
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription
• Flexible Time Off
• Paid Parental Leave
• Employee Resource Groups
• Spending Accounts
• 401(k) + Employer Match
• Life and AD&D insurance
• Disability Coverage
• Accident Insurance
• Pet Insurance