Senior Customer Success Manager

3 weeks ago

Portland, Oregon, United States Unite Us Full time
About the Role:

Unite Us is seeking a highly motivated Senior Customer Success Manager to join our team. As a key member of our Customer Success team, you will be responsible for ensuring our customers achieve their business objectives with Unite Us. This role requires a strong understanding of customer needs, a passion for healthcare and social care, and excellent relationship-building skills.

Key Responsibilities:
  • Manage and grow 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, including end-to-end engagement
  • 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
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
  • Demonstrated experience in managing a book of business is a strong plus
  • A passion for healthcare, human services, and/or public health
  • Typically requires a bachelor's degree or equivalent experience

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