Senior Director, Customer Success

Summary

Join Unite Us as a Senior Director, Customer Success and lead a team responsible for customer retention, contract performance, and overall success. You will manage a book of business, develop strategies for customer engagement, and ensure high customer satisfaction. This role requires strong leadership skills, experience in managing strategic accounts, and a passion for healthcare or human services. The position is remote and offers a competitive salary and benefits package. You will work cross-functionally with internal teams to achieve business objectives and build strong relationships with government entities and healthcare partners. Success in this role will be measured by key performance indicators (KPIs) related to product adoption, user engagement, and customer satisfaction.

Requirements

• 8+ years of professional work experience
• Typically requires a bachelor's degree or equivalent experience

Responsibilities

• Lead CS team strategy for customer delivery and satisfaction including cultivating a network that reflect your customers needs
• Lead, coach, and develop a diverse team of Customer Success Managers in strategy development and long term delivery of value based on unique customer needs and goals
• Establish team goals with CS leadership, monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate needs
• Closely monitor the trending health of Unite Us customers and networks in your portfolio​. ​Serve as a point of escalation for risks and coordinate resources to course correct health of customer and community engagement
• Work closely with the Sales leadership to identify trends and uncover opportunities for new business and/or upselling
• Manage, grow, and retain a significant and complex book of business with ultimate accountability for ensuring each customer in your portfolio has a high rate of customer satisfaction, engagement, and optimal mix of product, services, and network responsiveness to realize impact and ROI for their specific goals
• Develop and regularly report on customer success KPIs that will measure product adoption, user engagement, impact, and customer satisfaction
• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
• Conduct high-level state and regional strategy discussions with key accounts (i.e. government, payors, large health systems, etc.)
• Drive strategy and execution of the development and growth of the coordinated network based on the needs of Unite Us customers
• Lead the team to ensure successful onboarding of clinical and community organizations into the networks
• Build and maintain strong, long-lasting relationships with government entities, healthcare partners, nonprofits, and other partners as necessary

Preferred Qualifications

• 6+ years of customer success, account management or directly related work experience
• 2+ year of people management
• Demonstrated experience in managing a book of business and high-value strategic accounts
• Strong empathy for customers and understanding of value drivers in recurring revenue business models
• High impact leadership skills, including setting a clear vision and strategy, motivating, and coaching others, driving urgency and results
• Outstanding written and verbal communication skills including experience working with technical and business audiences
• Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done
• Ability to self-manage workload with competing priorities and deadlines while managing a team
• Experience creating business strategies and proposing implementation methods
• You have a passion for healthcare or human services

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 you 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