Senior Customer Success Manager

As a Senior Customer Success Manager (Mid-Market), you will manage a portfolio of mid-sized customers, driving product adoption, retention, and growth. You’ll serve as a trusted advisor—helping customers achieve measurable outcomes, optimize their use of the Unanet platform, and identify opportunities for value expansion. 

The ideal candidate is a proactive relationship builder with strong communication and consultative skills, capable of guiding customers through change and ensuring long-term success. 

What You’ll Do 

• Manage a portfolio of mid-market customers, building trusted relationships with key stakeholders and decision makers. 
• Ensure customer satisfaction, retention, and growth by delivering ongoing value and outcomes aligned with customer goals. 
• Lead regular customer check-ins, success reviews, and business discussions to assess adoption, identify risks, and surface expansion opportunities. 
• Understand each customer’s business model, processes, and goals to recommend best practices and product use cases that drive ROI. 
• Partner cross-functionally with Sales, Support, Product, and Services teams to advocate for customer needs and deliver a seamless experience. 
• Monitor customer health, proactively address issues, and develop success plans to ensure value realization and renewal. 
• Drive adoption through training, enablement, and sharing of relevant product updates and features. 
• Track account activities and maintain accurate records in Salesforce and Customer Success platforms. 
• Collaborate with Account Executives and leadership to identify and pursue growth opportunities within your customer base. 
• Provide exceptional service, timely responses, and follow-ups to build customer confidence and trust. 

Your First 90 Days 

First 30 Days: Learn Unanet’s products, Customer Success framework, and internal processes. Build relationships with internal teams and begin onboarding into your customer portfolio. 

Within 60 Days: Engage directly with your customers, understand their goals, evaluate their adoption, and identify quick wins and early risks. 

Within 90 Days: Confidently lead customer conversations, present insights and recommendations, and develop success plans to support retention and growth across your accounts. 

Who You Are 

• 5+ years of experience in Customer Success or Account Management within a B2B SaaS environment. 
• Proven track record managing a portfolio of mid-market accounts to drive adoption, retention, and expansion.
• Strong organizational and time management skills, able to manage multiple priorities across a diverse customer base. 
• Experience engaging with customer stakeholders at various levels, including project leads, managers, directors, and C-Suite. 
• Comfortable using Salesforce and Customer Success tools (e.g., ChurnZero, Gainsight). 
• Collaborative team player with a proactive, customer-first mindset. 
• Bachelor’s degree preferred, or equivalent experience. 
• Ability to travel up to 20–25%. 

 Differentiators  

• Excellent communication, relationship-building, and problem-solving skills
• Strong organizational and time management skills, able to manage multiple priorities across a diverse customer base
• Bachelor’s degree preferred, or equivalent experience

 Our Values

• We are a Team: Employees, customers, and partners working together.
• We are Customer-Focused: Customers are the heart of everything we do.
• We are Driven: Seeking exceptional outcomes.
• We Own our Success: Every employee has a stake in our company.
• We do the right thing and have fun in the process.

Unanet is proud to be an Equal Opportunity Employer. Applicants will