Senior Customer Success Manager

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.

Responsibilities

Own Strategic Customer Relationships & Account Strategy: Serve as 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 trusted resource and thought partner for peers; Share best practices, insights, and learnings that strengthen team performance

Requirements

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; Candidates must live in Missouri to be considered; This position may require 30% travel; All team members will be required to pass a background check which includes criminal, employment, and education verification

Benefits

Medical, Dental, and Vision; Wellness benefits (EAP, wellness platform subscription); Flexible Time Off including volunteer days and mental health days; 14 paid company-wide holidays; Paid Parental Leave including adoptive parents; Employee Resource Groups; Spending Accounts (HSA, FSA, commuter benefits); 401(k) with Employer Match and immediate vesting; Life and AD&D (company paid, optional additional coverage); Disability Coverage; Accident Insurance; Pet Insurance; Work-from-home equipment provided