Enterprise Customer Success Manager (AEC)

Unanet is seeking an Enterprise Customer Success Manager to manage strategic customer relationships and drive adoption, retention, expansion, and net revenue retention. The role is responsible for developing success plans, identifying revenue opportunities, managing at-risk accounts, coordinating cross-functional support, and mentoring team members.

Responsibilities:

• Manage our most strategic and complex accounts by building and maintaining strong and lasting relationships with decision makers and key stakeholders within client organizations while achieving upsell and expansion revenue targets through the use of consultative selling techniques
• Maintain a thorough understanding of customer status, satisfaction, business condition, business projections, business requirements, personnel and leadership changes, system configuration, partner relationships, etc
• Investigate account’s organizational landscape and build relationships that expand our footprint and drive revenue
• Lead strategic program development to plan for clients’ success, including project plan development and communication internally and externally on progress
• Manage client expectations, assessing needs and determining levels of adoption of the Unanet platform across client project teams
• Identify new revenue opportunities and drive increased engagement for new and existing clients
• Provide best practices, coaching and training to customers to help them maximize value of working with Unanet
• Leverage domain and product knowledge to drive adoption and expansion opportunities
• Forecast and communicate at-risk customers and define retention strategies
• Prioritize customer requests to maintain a high degree of confidence and trust
• Coordinate and manage commitments cross-functionally, leveraging subject matter experts to support customer requests
• Provide updates and follow-ups to customers on outstanding issues, requests, and escalations
• Coordinate regular account reviews, gathering and presenting status of customer goals, issues, and roadmap requests; produce reports that include data supporting the value delivered through utilization
• Document and drive success plans for each customer
• Create advocates by ensuring customers achieve goals identified in success plans
• Develop creative solutions to support complex customer requirements
• Effectively multitask and manage multiple priorities simultaneously
• Mentor newer team members helping to drive a customer-centric attitude in the Customer Success team and the wider organization
• Handle complex requests and nuanced situations with extreme professionalism, quick execution, and a sense of urgency to uphold our reputation for excellent customer service
• Immerse yourself in our Customer Success methodologies, product offerings, and internal processes. Build strong relationships with cross-functional stakeholders and begin engaging with the customers within your assigned book of business. Gain familiarity with Unanet’s customer health metrics, and complete the Customer Success onboarding program
• Establish relationships within your book of business and understand key customer success metrics. Proactively assess customer health, identify initial expansion opportunities, and begin building strategic account plans
• Confidently lead customer calls, facilitating value-based discussions and presenting actionable insights. Proactively manage at-risk customers, identify upsell opportunities, and ensure customers are progressing toward desired outcomes with strategic account plans in place

Requirements:

• 8+ years of experience in Customer Success or Account Management in a B2B SaaS environment
• 5+ years of experience managing enterprise or strategic accounts
• Proven experience managing complex customer relationships, including C-level executives, to drive adoption, renewals, and expansion
• Experience working with executives, both internally and externally; comfortable owning the room and facilitating meetings and strategy sessions with several departments and stakeholders
• Proactive and strategic thinker, capable of identifying upsell opportunities and mitigating risks early in the customer lifecycle
• Excellent communication, negotiation, and presentation skills with a strong ability to influence and build rapport
• A self-starter who is comfortable working in a fast-paced and rapidly growing SaaS company with a focus on proactive problem-solving
• Ability to effectively collaborate cross-functionally, including with remote teams
• Proficient with Salesforce and other Customer Success platforms (e.g., ChurnZero, Gainsight)
• Strong organizational and strategic planning abilities, with a focus on upsell and expansion strategies
• Bachelor's degree preferred, but relevant experience will be considered in lieu of a degree
• Experience in the Architecture, Engineering & Construction (AEC) vertical, with an understanding of its unique challenges and opportunities
• Prior experience with ERP and/or CRM solutions
• Bachelor's degree preferred