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 and account strategy; Drive adoption, value and customer outcomes; Own account health, retention and growth; Lead strategic communication and customer problem solving; Drive cross-functional execution and customer advocacy; Demonstrate leadership and elevate team effectiveness

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 Ohio; All team members will be required to pass a background check which includes criminal, employment, and education verification

Benefits

Medical, Dental, and Vision; Wellness; Flexible Time Off; Paid Parental Leave; Employee Resource Groups; Spending Accounts; 401(k) + Employer Match; Additional Benefits; Life and AD&D; Disability Coverage; Accident Insurance; Pet Insurance; WFH equipment