[Hiring] Customer Success Executive @Unite Us

Role Description

As a Customer Success Executive, you'll own retention and growth for a portfolio of complex, high-value accounts. You'll independently initiate and own relationships across an organization — including most executive stakeholders — and lead value-based account strategy and execution, proactively aligning stakeholders on forward plans that drive measurable impact and expansion. Operating with high autonomy, you'll design solutions for complex use cases, translate customer needs into actionable product feedback, and solve ambiguous, cross-functional problems that span systems and workflows. You'll own value realization strategy aligned to customer financial and strategic priorities, lead retention strategy for complex accounts, and drive expansion through renewals — positioning Unite Us as a strategic partner.

What You'll Do

• Own Account Strategy, Relationships & Retention
  • Own value-based account strategy and execution, proactively aligning stakeholders on forward plans and optimization opportunities that drive significant account impact and/or expansion.
  • Own relationships across the customer's organization, including most executive stakeholders; independently initiate and deepen executive connections.
  • Lead retention strategy for complex accounts, aligning executive stakeholders and driving mitigation of at-risk accounts.
  • Own renewals and drive expansion aligned to customer outcomes; position Unite Us as a strategic partner to unlock growth.
• Design Solutions & Drive Value Realization
  • Design solutions for complex use cases, translating customer needs into actionable product feedback; influence stakeholders to commit to workflows and policies that drive sustained adoption.
  • Own value realization strategy aligned to customer strategic and financial priorities.
  • Synthesize platform and outcomes data into outcome-driven narratives; deliver QBRs/EBRs and executive readouts that connect investment to results.
• Solve Cross-Functional Problems & Champion Voice of Customer
  • Solve ambiguous, cross-functional problems impacting customer systems and workflows; drive aligned solutions across teams and stakeholders with minimal escalation.
  • Drive alignment across multiple internal teams (Product, Community, Operations, Marketing, Support) to achieve account strategy and deliver on success plans without formal people management.
  • Advocate for customer needs internally; drive action based on customer insights across teams along the customer journey.
• Lead & Mentor
  • Lead team initiatives and contribute to best practices and playbooks.
  • Mentor junior team members and support onboarding.

Qualifications

• 5-7 years of professional work experience suggested
• 5+ years of customer success, account management, or directly related work experience preferred
• Demonstrated experience in managing a book of business and complex, high-value accounts
• Experience creating and sustaining large, complex strategic partnerships
• Demonstrated success with renewals and retention opportunities

Requirements

• This position is remote, U.S. based.
• Candidates must live in or around the state of Vermont to be considered.
• This position may require 30% travel.
• All team members will be required to pass a background check which includes criminal, employment, and education verification.

Benefits

• Medical, Dental, and Vision insurance for team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
• Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription.
• Flexible Time Off including volunteer days and mental health days, plus 14 paid, company-wide holidays.
• Paid Parental Leave, including adoptive parents.
• Employee Resource Groups (ERGs) to connect and engage with colleagues, like Military Veterans.
• Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
• 401(k) with Employer Match, immediate vesting and financial wellness resources.
• Life and AD&D insurance, with the option to purchase additional coverage for yourself and your dependents.
• Disability Coverage.
• Accident Insurance.
• Pet Insurance.
• All necessary equipment to perform your duties, including a computer, mouse, keyboard, and other items on our approved list of WFH supplies.