Senior Customer Success Mgr

Uniti

About The Position

The Uniti Solutions Senior Customer Success Manager establishes and builds customer relationships while promoting adoption of Uniti products and solutions. The role ensures customers are satisfied with their services and realize value from their investment. It proactively provides product and feature updates, increases use of product features, facilitates training, and identifies opportunities to deepen and expand customer relationships based on customer needs. The manager also coordinates issue resolution and often serves as the primary customer contact, working with internal teams to deliver on customer commitments. The role helps migrate customers to advanced access methods and increase adoption of SD-WAN and UCaaS by applying a solution-focused approach grounded in an understanding of customer technical requirements. Working closely with Uniti Solutions Sales Executives in a shared geographic region, the Senior Customer Success Manager co-develops customer plans, prioritizes opportunities, and supports customer satisfaction, product adoption, and long-term customer value.

Requirements

Bachelor’s degree and at least 8 years of professional-level experience.
4–6 years of customer relationship management experience.
Experience in the technology or telecommunications sectors.
Track record of cross-disciplinary collaboration, influencing, and effective stakeholder management.
Ability to build compelling product cases.
Ability to resolve complexity and overcome roadblocks to achieve tangible outcomes.
Customer relationship skills and a solution-focused approach.
Experience expanding adoption at enterprise customers.
Understanding of value drivers in recurring-revenue business models.
Understanding of SD-WAN and UCaaS product suites and roadmaps.
Data and technology orientation.
Technical ability to speak with customers.
Cross-disciplinary collaboration skills.

Responsibilities

Partner with Uniti Solutions Sales Executives to co-develop customer plans and prioritize opportunities.
Proactively engage Elite and Uniti Solutions accounts and develop compelling solution use cases.
Execute customer check-in schedules to keep relevant solutions top of mind.
Collaborate with Sales Executives to define strategy and vision for key customers.
Build an understanding of customer needs and challenges and how Uniti products can add value.
Nurture and support customers through regular proactive engagement.
Conduct customer check-ins to build trust, introduce products and features, address issues, and support high customer satisfaction.
Identify product opportunities based on knowledge of customers' technical environments and issues, and initiate opportunities.
Partner with Sales to ensure opportunities are positioned to provide tangible customer business value.
Work with Elite Care and Service Delivery to prioritize issues and address root causes.
Monitor customer health indicators and build stakeholder relationships to identify and preempt risks to customer relationships.
Partner with Access Ops teams to prioritize advanced access conversions.
Develop product progression perspectives and support customer migration to advanced access and adoption of strategic products.
Increase customer awareness of conversion benefits and facilitate the migration process.
Provide product training to customer users, address barriers to user adoption, and monitor customer satisfaction.
Deliver core Customer Success business KPIs, including feature adoption, product usage, time to first value, customer health scores, and customer lifetime value.
Translate customer knowledge into opportunities to deepen and expand customer relationships.