Customer Success Manager, Digital - Florida

Unite Us is hiring a Customer Success Manager (Digital) to manage and retain a large portfolio of customers while driving network engagement and platform adoption. The role develops scalable onboarding and engagement strategies, strengthens customer relationships and value, and collaborates across teams to improve the customer experience.

Responsibilities:

• Manage a high-volume, tech-touch book of business using a “one-to-many” approach
• Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
• Segment your book of business and develop strategic plans that deliver customer value at scale
• Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value
• Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas
• Leverage Salesforce to create innovative workflows that automate key account engagement activities
• Understand the Product to teach customers how to use it & recommendations for additional products & services
• Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
• Be innovative & think outside the box when it comes to developing new models that drive user adoption
• Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
• Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
• Lead discussions around forecasting and pipeline status with internal stakeholders

Requirements:

• Experience managing revenue and an ability to learn new technologies
• Experience in process development and resource creation/ management
• Analytical ability to leverage data to drive creative decisions and recommendations
• 2-4 years of customer success or related work experience preferred