Senior Customer Success Manager (AEC)

Unanet

11d•$93,500 - $110,000

About The Position

We're looking for a Senior Customer Success Manager to serve as a strategic advisor to a portfolio of our mid-market customers. In this role, you'll be responsible for driving adoption, retention, expansion, and long-term customer outcomes by building trusted executive relationships and helping customers realize measurable business value from their investment in Unanet. You'll partner closely with Sales, Product, Customer Solutions Engineering, Support, and other internal teams to maximize customer success while identifying opportunities to deepen our partnerships.

Requirements

5+ years of Customer Success, Account Management, or consultative customer-facing experience within B2B SaaS
Demonstrated success driving customer adoption, retention, renewals, and expansion across a portfolio of strategic accounts
Prior experience supporting customers within the Architecture, Engineering, and Construction (AEC) industry
Proven ability to build credibility and lasting relationships with executive stakeholders, including C-level leaders
Strong consultative, relationship management, negotiation, and executive presentation skills
Experience developing strategic account plans and using customer health data to proactively manage risk and identify growth opportunities
Excellent organizational, analytical, and problem-solving skills with the ability to manage multiple priorities effectively
Comfortable collaborating across Sales, Product, Professional Services, Support, Finance, and Marketing in a fast-paced, cross-functional environment
Ability and curiosity to quickly learn complex software solutions and the industries we serve
Bachelor's degree

Nice To Haves

Experience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) software
Experience using Customer Success platforms (e.g., ChurnZero, Gainsight, Salesforce)
Experience conducting Executive Business Reviews (EBRs) and partnering on strategic account planning
Experience working within a digital-first or scaled Customer Success model

Responsibilities

Own a portfolio of mid-market accounts, driving adoption, renewals, expansion, and customer health
Develop trusted relationships with executive sponsors and key stakeholders, positioning yourself as a strategic partner throughout the customer lifecycle
Create and execute account success plans aligned to customer business objectives, ensuring customers achieve measurable outcomes and long-term value
Proactively identify customer risks and opportunities using health metrics, product usage, and business insights; execute retention and growth strategies accordingly
Partner with Sales to support renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals
Conduct executive business reviews that demonstrate business value, communicate product roadmap updates, and align on future priorities
Work cross-functionally with Product, Support, Professional Services, Customer Solutions Engineering, Finance, and other teams to advocate for customer needs and ensure successful outcomes
Act as the voice of the customer by sharing trends, feedback, and enhancement opportunities that influence our products and customer experience
Create customer advocates by building strong relationships and delivering consistently positive customer experiences