Senior Customer Success Manager

Job Title: Senior Customer Success Manager

Department: Customer Success

About the Role: 

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

What You'll Do

• Manage, grow, and retain a book of business for your assigned accounts within your [insert reference to vertical the role is related to]
• 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

You’re a great fit for this role if:

• 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

Areas of Expertise

• 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

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