Senior Customer Success Manager

About the Role: 

Unite Us is hiring a self-motivated Senior Customer Success Manager (SCSM) with in-depth customer and community-facing skills and a passion for health and social care. The Senior Customer Success Manager is an individual contributor who will ensure customers and community-based organizations achieve their business objectives with Unite Us. This role spans from strategic thinking to tactical execution, with relationship-building at its core and a specific focus on building buy-in with local stakeholders. The SCSM will lead through influence with external and internal partners, diagnosing and solving complex problems while serving as a mentor and thought partner to other Customer and Community Success team members.

What You'll Do:

• Manage, grow, and retain a book of business for assigned large-tier customers with an average of $200K CARR
• Ensure customers have a high rate of customer satisfaction, adoption, engagement and retention
• Build and maintain strong, long-lasting customer and community partner relationships with large and priority stakeholders, including end-to-end engagement
• Own client renewals and expansion opportunities in partnership with key internal stakeholders
• Be an expert in Unite Us products and services and educate customers on Unite Us technology solutions 
• Act as the customer’s escalation point for business-critical issues, ensuring follow-up and resolution
• Create and execute engagement strategies based on customer needs and the network growth and development strategy
• Develop and iterate on success plans for customers that outline their key objectives and success metrics; identify critical risks and identify solutions to ensure long-term partnership success
• Define usage strategies and business objectives to ensure impact alignment between Unite Us and key customer stakeholders
• Monitor user adoption by customers and take action as necessary
• Manage and lead user training and support through workflow pilots and rollouts
• Deliver best practices for data-driven process workflows based on specific use cases, evolving industry standards, and an understanding of related tools 
• Analyze data to provide deeper insights into customer operations and network performance, including opportunities for improvement and areas of strength
• Turn data insights into tactical interventions that drive platform utilization, network health, and value for customers and community partners working cross-functionally
• Solicit and synthesize feedback regularly to serve as the voice of the customer and community within Unite Us 

You’re a great fit for this role if:

• 5+ years of professional work experience suggested
• 3-5 years of customer success, account management or directly related work experience preferred 
• Experience creating and sustaining strategic partnerships
• Experience with renewals and retention opportunities
• Demonstrated ability to take initiative, inspire others, and influence change at all levels 
• Self-starter motivation with strong organizational and time management skills – you make things happen!
• Experience analyzing data to pull out insights, tell a story, and drive action
• The ability to thrive in a variable and demanding start-up environment - you are solutions-oriented, comfortable with ambiguity, and highly adaptable
• Demonstrated experience in managing a book of business is a strong plus
• A passion for healthcare, human services, and/or public health
• 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 experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. Must reside in Portland, OR or surrounding area.
• The target pay range for this role is: $92,500-$108,500. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• This position may require 10-30% travel. 

Benefits provided by Unite Us:
Medical, Dental, and Vision
We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
Wellness
Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
Flexible Time Off
Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave
Adoptive parents are included.
Employee Resource Groups
Choose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace. We also provide an ongoing series of DEI lunch & learn education.
Spending Accounts
We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
401(k) + Employer Match
Enjoy matching, immediate vesting and financial wellness resources
Additional Benefits
Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and you dependents
Disability Coverage
Accident Insurance
Pet Insurance
As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.

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