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Senior Customer Success Manager

2 months 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 and Community Success team, you will be responsible for ensuring our customers and community-based organizations achieve their business objectives with Unite Us.

Key Responsibilities
  • Manage and grow a book of business for assigned large-tier customers, with a focus on customer satisfaction, adoption, engagement, and retention.
  • Build and maintain strong, long-lasting customer and community partner relationships, 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, educating customers on technology solutions and acting as the customer's escalation point for business-critical issues.
  • Create and execute engagement strategies based on customer needs and the network growth and development strategy.
  • Develop and iterate on success plans for customers, outlining key objectives and success metrics, identifying critical risks, and identifying 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, with 3-5 years of customer success, account management, or directly related work experience preferred.
  • Experience creating and sustaining strategic partnerships, with a focus on 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.
  • 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, with a solutions-oriented approach and high adaptability.
  • 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.
About Unite Us

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.

Benefits
  • Medical, dental, and vision insurance.
  • Wellness benefits, including mental health support and a wellness platform subscription.
  • Flexible time off, including volunteer days and mental health days.
  • Paid parental leave.
  • Employee resource groups and ongoing DEI education.
  • Spending accounts, including HSAs, FSAs, and commuter benefits.
  • 401(k) with employer match.
  • Additional benefits, including life and AD&D insurance, disability coverage, accident insurance, and pet insurance.