Senior Director, Customer Success - Health Plans

About the Role: 

Unite Us is hiring a Senior Director, Customer Success, a committed leader, strategic thinker, and industry expert with a knack for building trust and buy-in with deep knowledge and experience in the social services and healthcare space.  As Senior Director, Customer Success, you are accountable for the revenue retention, contract performance, strategic planning, and overall success of our customers. You will lead a Customer Success team, working cross-functionally with internal teams to achieve their business objectives with Unite Us.  You and your team will own a book of business, playing a crucial role in developing and leading the Unite Us strategies for customer and network engagement, implementation, and retention of the customers. You will be the leader in providing extraordinary service, meeting and exceeding customer and community partner expectations. You are responsible for maintaining a healthy account portfolio, meeting or exceeding specific growth and retention KPI’s. 

 

What You'll Do:

Team Leadership:

• Lead CS team strategy for customer delivery and satisfaction including cultivating a network that reflect your customers needs
• Lead, coach, and develop a diverse team of Customer Success Managers in strategy development and long term delivery of value based on unique customer needs and goals
• Establish team goals with CS leadership, monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate needs
• Closely monitor the trending health of Unite Us customers and networks in your portfolio​. ​Serve as a point of escalation for risks and coordinate resources to course correct health of customer and community engagement
• Work closely with the Sales leadership to identify trends and uncover opportunities for new business and/or upselling

 

Revenue Retention and Growth through Customer Success:

• Manage, grow, and retain a significant and complex book of business with ultimate accountability for ensuring each customer in your portfolio has a high rate of customer satisfaction, engagement, and optimal mix of product, services, and network responsiveness to realize impact and ROI for their specific goals
• Develop and regularly report on customer success KPIs that will measure product adoption, user engagement, impact, and customer satisfaction
• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
• Conduct high-level state and regional strategy discussions with key accounts (i.e. government, payors, large health systems, etc.)

Growth and Development of Unite Us Coordinated Networks:

• Drive strategy and execution of the development and growth of the coordinated network based on the needs of Unite Us customers
• Lead the team to ensure successful onboarding of clinical and community organizations into the networks. 
• Build and maintain strong, long-lasting relationships with government entities, healthcare partners, nonprofits, and other partners as necessary

 

You’re a great fit for this role if:

 

• 8+ years of professional work experience suggested
• 6+ years of customer success, account management or directly related work experience preferred
• 2+ year of people management strongly recommended
• Demonstrated experience in managing a book of business and high-value strategic accounts
• Strong empathy for customers and understanding of value drivers in recurring revenue business models
• High impact leadership skills, including setting a clear vision and strategy, motivating, and coaching others, driving urgency and results
• Outstanding written and verbal communication skills including experience working with technical and business audiences
• Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done
• Ability to self-manage workload with competing priorities and deadlines while managing a team
• Experience creating business strategies and proposing implementation methods
• You have a passion for healthcare or human services
• Typically requires a bachelor's degree or equivalent experience

 

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 e