Senior Customer Success Manager

Unite Us

11d•$90,000 - $100,000•Remote

About The Position

The Senior Customer Success Manager (SCSM) is an individual contributor who will ensure 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 and a specific focus on building buy-in with local stakeholders. The SCSM will lead through influence with external and internal partners, diagnosing and solving complex problems while serving as a mentor and thought partner to other teams. You will also be more closely pulled into the operational aspects of the team in terms of managing a forecast and identifying upsell opportunities. Only applicants based in the state of Hawaii will be considered for this position

Requirements

3-5 years of professional work experience suggested
3+ years of customer success, account management or directly related work experience
Experience creating and sustaining strategic partnerships
Experience with renewals and retention opportunities
Experience analyzing data to pull out insights, tell a story, and drive action
Plans: 3+ years of experience with Medicare Programs
Government: 3+ years preferred in government programs, sales or government affairs
Provider: 3+ years experience working in or with related entities preferred

Responsibilities

Ensure customers have a high rate of customer satisfaction, adoption, engagement and retention
Build and maintain strong, long-lasting customer and community partner relationships with large and priority stakeholders, 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 and educate customers on Unite Us technology solutions
Act as the customer’s escalation point for business-critical issues, ensuring follow-up and resolution
Create and execute engagement strategies based on customer needs and the top-down account strategy (KPIs, key metrics, network growth, etc.)
Develop and iterate on joint success plans for customers that outline their key objectives and success metrics; identify critical risks and identify solutions to ensure long-term partnership success
Run Quarterly Business Reviews for all accounts in your book of business
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.
Work to understand client budget and procurement cycles to reduce the risk of churn and drive retention
Solicit and synthesize feedback regularly to serve as the voice of the customer and community within Unite Us
Have comfortability working on upsell scenarios as net retention is critical to the role
Maintain an accurate revenue forecast for the accounts in your book of business

Benefits

Medical, Dental, and Vision
We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
Wellness
Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
Flexible Time Off
Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave
Adoptive parents are included.
Employee Resource Groups
Join our ERGs to connect and engage with colleagues, like Military Veterans
Spending Accounts
We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
401(k) + Employer Match
Enjoy matching, immediate vesting and financial wellness resources
Additional Benefits
Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
Disability Coverage
Accident Insurance
Pet Insurance
As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.