Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Success

 

About the Role: 

Unite Us is hiring a self-motivated Customer Success Manager located in Northern California with strong customer-facing skills and a passion for health and social care. The Customer Success Manager will be responsible for ensuring their customers achieve their business objectives with Unite Us. This is a role that spans from strategic to tactical thinking, with relationship-building at its core. Post implementation, you will guide your client through our proven approach to building and growing strong communities of organizations that work together. You’ll be a key part of a dynamic, cross-functional team, so the ability to manage competing priorities and work well with others is a must.

 

What You'll Do:

• Build and maintain strong, long-lasting customer relationships with key stakeholders by becoming a trusted expert and advisor in managing Unite Us solution
• Develop and iterate on success plans for customers that outline their key objectives, success metrics; identify key risks and solutions to ensure long-term partnership success
• Partner cross-functionally across Unite Us on behalf of your customer to ensure their success  
• Deliver best practices for process workflows within different verticals and environments, based on specific client use cases, evolving industry standards, and an understanding of related tools 
• Present recommendations to customers for improving or expanding the use of Unite Us within their organization and community partners 
• Solicit and synthesize customer feedback on a regular basis to serve as the voice of the customer within Unite Us 
• Analyze data to provide deeper insights and smarter understanding of customer operations, opportunities for improvement and areas of strength
• Own client renewals and expansion opportunities in partnership with key internal stakeholders 

 

You’re a great fit for this role if:

• You have a degree from an accredited institution. Master’s Degree preferred
• You have minimum 3 years in a business, software or healthcare environment
• You have demonstrated experience building relationships with external partners and stakeholders
• Customer-facing services experience such as consulting, account management, customer success or internal services partner
• Demonstrated success managing complex customers and scenarios with organization and confidence
• Self-starter motivation with strong organizational and time management skills – you make things happen!
• Excellent communication and presentation skills – you’re an active listener who can break down complex ideas and tailor your message to a specific audience
• Experience analyzing data to pull out insights, tell a story, and drive action
• Empathy and business acumen - you build trust with clients by understanding their motivations and bigger picture business objectives and connecting those to the Unite Us product suite and mission
• Comfort engaging with customers, promoting Unite Us, and generating buy-in across multiple stakeholder groups
• The ability to thrive in a variable and demanding start-up environment - you are solutions-oriented, comfortable with ambiguity and highly adaptable
• Experience working with customers to execute renewals and upsell/expansion opportunities
• A passion for healthcare or human services

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

 

Environmental Job Requirements and Working Conditions:

• This position is remote, requiring residency within Northern California 
• Target range is $70,000 - $82,000. This range represents our national target range for this role. Some geographic areas may have higher target ranges
• This position may require 5-10% travel

Unite Us is committed to building a divers