About the position
The Customer Success Manager has strong customer and community-facing skills and a passion for health and social care. The Customer Success Manager will be responsible for ensuring customers and community-based organizations achieve their business objectives with Unite Us. This role spans from strategic thinking to tactical execution, with relationship-building at its core, with a specific focus on building buy-in with local stakeholders. You’ll be a key part of a dynamic, cross-functional team, so managing competing priorities and collaborating with others is essential.
Responsibilities
- Manage, grow, and retain a book of business for assigned non-complex small to mid-tier customers
- Ensure customers have a high rate of customer satisfaction, adoption, and engagement
- Build and maintain strong, long-lasting customer and community relationships with stakeholders, including end-to-end engagement
- Collaborate with cross-functional teams to develop and execute a coordinated engagement approach to foster partnerships and ensure the growth and sustainability of customers and our accountable care networks
- Develop and iterate on success plans for customers that outline their key objectives and success metrics; identify coordinated strategies, key risks, and solutions to ensure long-term partnership success
- Solicit and synthesize customer feedback on a regular basis to serve as the voice of the customer and community partners within Unite Us
- Closely manage and monitor accounts to identify and eliminate risk of attrition
Requirements
- 3+ years of professional work experience suggested
- 1-3+ years of customer success or related work experience preferred
- Typically requires a bachelor's degree or equivalent experience
- Established Customer Success skills to perform a range of day-to-day activities
- Demonstrated success managing complex projects and scenarios with organization and confidence
Benefits
- Medical, Dental, and Vision insurance
- Unlimited virtual mental health and acute medical visits
- Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription
- Flexible Time Off including volunteer days and mental health days, and 14 paid, company-wide holidays
- Paid Parental Leave for adoptive parents
- Employee Resource Groups (ERGs) that celebrate and support a diverse and inclusive workplace
- Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
- 401(k) with Employer Match and immediate vesting
- Life and AD&D insurance with the option to purchase additional coverage
- Disability Coverage
- Accident Insurance
- Pet Insurance
- Necessary equipment for work from home including a computer, mouse, keyboard, and other items on the approved list of WFH supplies
