Senior Customer Success Manager

Unite Us connects healthcare, government, and community-based organizations through a platform that supports collaboration and whole-person health. The Senior Customer Success Manager will own strategic customer relationships, outcomes, retention, and growth across complex accounts while driving adoption, leading renewals, and coordinating cross-functional initiatives.

Responsibilities:

• Serve as the strategic partner for assigned accounts, building strong relationships with operational and executive stakeholders
• Develop and evolve account strategies and Joint Success Plans aligned to customer goals, priorities, and measurable outcomes
• Anticipate stakeholder needs and identify risks, opportunities, and actions that advance account success
• Apply Unite Us product expertise and change management principles to optimize workflows and drive sustained adoption
• Use customer and platform data to identify trends, gaps, and opportunities for improvement
• Connect platform usage and outcomes to customer goals and clearly communicate measurable value
• Proactively identify and mitigate account and renewal risks using health signals, adoption trends, and stakeholder engagement
• Lead renewal strategy and execution, ensuring alignment and readiness across customer and internal stakeholders
• Identify expansion opportunities and partner with Sales to advance qualified growth opportunities
• Independently lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations
• Tailor communication to diverse stakeholder and buyer types and navigate complex or competing priorities
• Diagnose root causes, resolve recurring challenges, and drive solutions that reduce repeat issues
• Align cross-functional partners around customer priorities, establishing clear ownership, timelines, and dependencies
• Lead complex customer initiatives and proactively identify and mitigate project risks
• Synthesize customer feedback into actionable themes and advocate for customer needs with Product and other internal teams
• Serve as a trusted resource and thought partner for peers
• Share best practices, insights, and learnings that strengthen team performance

Requirements:

• 3+ years of customer success, account management or directly related work experience
• 3+ years of experience supporting healthcare and/or government customers
• Experience managing complex customer relationships and executive stakeholders
• Experience with account planning, renewals, retention, and expansion
• Experience driving product adoption, workflow improvement, or change management
• Strong analytical skills with demonstrated ability to turn data into insights and action
• Experience leading strategic customer meetings, business reviews, or escalations
• Proven ability to lead cross-functional work without direct authority
• This position is remote, U.S. based. Candidates must live in Ohio to be considered.
• This position may require 30% travel