Senior Customer Success Manager

Unite Us is a company that connects community-based organizations, government agencies, and healthcare organizations through a national network and software platform to improve access to health and social services. The Senior Customer Success Manager will own strategic customer relationships, outcomes, retention, and growth across complex accounts. The role will drive adoption, lead renewals and strategic customer conversations, mitigate risks, and coordinate 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
• This position may require 30% travel