Senior Customer Success Manager

Job Title: Senior Customer Success Manager  

Department: Customer Success

About the Role: At Unite Us, as a Senior Customer Success Manager (Sr. CSM) you will serve as a strategic advisor responsible for owning customer outcomes, retention, and growth across a portfolio of complex accounts. You will build strong relationships with operational and executive stakeholders, develop and evolve account strategies aligned to customer goals, and use product expertise, data, and customer insights to drive measurable value through the Unite Us platform. You will independently identify and mitigate account and renewal risk, optimizes workflows and adoption using change management principles, and translates customer goals and platform performance into actionable success plans. You will lead strategic customer conversations, including business reviews, renewal planning, escalations, and value discussions, while proactively coordinating cross-functional partners to advance customer priorities.  You will lead through influence to strengthen customer outcomes, team effectiveness, and Unite Us' broader mission.

What You'll Do:

Own Strategic Customer Relationships & Account Strategy

• Serve as the strategic partner for assigned accounts, building strong relationships with operational and executive stakeholders.
• Develop and evolve account strategies and Joint Success Plans aligned to customer goals, priorities, and measurable outcomes.
• Anticipate stakeholder needs and identify risks, opportunities, and actions that advance account success.

Drive Adoption, Value & Customer Outcomes

• Apply Unite Us product expertise and change management principles to optimize workflows and drive sustained adoption.
• Use customer and platform data to identify trends, gaps, and opportunities for improvement.
• Connect platform usage and outcomes to customer goals and clearly communicate measurable value.

Own Account Health, Retention & Growth

• Proactively identify and mitigate account and renewal risks using health signals, adoption trends, and stakeholder engagement.
• Lead renewal strategy and execution, ensuring alignment and readiness across customer and internal stakeholders.
• Identify expansion opportunities and partner with Sales to advance qualified growth opportunities.

Lead Strategic Communication & Customer Problem Solving

• Independently lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations.
• Tailor communication to diverse stakeholder and buyer types and navigate complex or competing priorities.
• Diagnose root causes, resolve recurring challenges, and drive solutions that reduce repeat issues.

Drive Cross-Functional Execution & Customer Advocacy

• Align cross-functional partners around customer priorities, establishing clear ownership, timelines, and dependencies.
• Lead complex customer initiatives and proactively identify and mitigate project risks.
• Synthesize customer feedback into actionable themes and advocate for customer needs with Product and other internal teams.

Demonstrate Leadership & Elevate Team Effectiveness

• Serve as a trusted resource and thought partner for peers.
• Share best practices, insights, and learnings that strengthen team performance.

You’re a great fit for this role if:

• 3+ years of customer success, account management or directly related work experience 
• 3+ years of experience supporting healthcare and/or government customers.
• Experience managing complex customer relationships and executive stakeholders
• Experience with account planning, renewals, retention, and expansion
• Experience driving product adoption, workflow improvement, or change management
• Strong analytical skills with demonstrated ability to turn data into insights and action
• Experience leading strategic customer meetings, business reviews, or escalations
• Proven ability to lead cross-functional work without direct authority

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. 
• This position may require 30% travel
• The target pay range for this role is: $95,000-$110,000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification 

Benefits provided by Unite Us:

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

Join our ERGs to connect and engage with colleagues, like Military Veterans

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

Additional Benefits

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.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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