[Hiring] Senior Customer Success Manager @Unanet

Role Description

We're looking for a Senior Customer Success Manager to serve as a strategic advisor to a portfolio of our mid-market customers. In this role, you'll be responsible for driving adoption, retention, expansion, and long-term customer outcomes by building trusted executive relationships and helping customers realize measurable business value from their investment in Unanet.

• Own a portfolio of mid-market accounts, driving adoption, renewals, expansion, and customer health.
• Develop trusted relationships with executive sponsors and key stakeholders, positioning yourself as a strategic partner throughout the customer lifecycle.
• Create and execute account success plans aligned to customer business objectives, ensuring customers achieve measurable outcomes and long-term value.
• Proactively identify customer risks and opportunities using health metrics, product usage, and business insights; execute retention and growth strategies accordingly.
• Partner with Sales to support renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.
• Conduct executive business reviews that demonstrate business value, communicate product roadmap updates, and align on future priorities.
• Work cross-functionally with Product, Support, Professional Services, Customer Solutions Engineering, Finance, and other teams to advocate for customer needs and ensure successful outcomes.
• Act as the voice of the customer by sharing trends, feedback, and enhancement opportunities that influence our products and customer experience.
• Create customer advocates by building strong relationships and delivering consistently positive customer experiences.

Qualifications

• 5+ years of Customer Success, Account Management, or consultative customer-facing experience within B2B SaaS.
• Demonstrated success driving customer adoption, retention, renewals, and expansion across a portfolio of strategic accounts.
• Prior experience supporting customers within the Architecture, Engineering, and Construction (AEC) industry.
• Proven ability to build credibility and lasting relationships with executive stakeholders, including C-level leaders.
• Strong consultative, relationship management, negotiation, and executive presentation skills.
• Experience developing strategic account plans and using customer health data to proactively manage risk and identify growth opportunities.
• Excellent organizational, analytical, and problem-solving skills with the ability to manage multiple priorities effectively.
• Comfortable collaborating across Sales, Product, Professional Services, Support, Finance, and Marketing in a fast-paced, cross-functional environment.
• Ability and curiosity to quickly learn complex software solutions and the industries we serve.
• Bachelor's degree.

Requirements

• Experience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) software.
• Experience using Customer Success platforms (e.g., ChurnZero, Gainsight, Salesforce).
• Experience conducting Executive Business Reviews (EBRs) and partnering on strategic account planning.
• Experience working within a digital-first or scaled Customer Success model.

Benefits

• The salary range for this opportunity is $93,500 - $110,000 per year.
• You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time.
• You will further be eligible to participate in Unanet's employee benefits plans and programs.

Company Description

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.