[Hiring] Senior Customer Success Manager @Unite Us

Role Description

At Unite Us, as a Senior Customer Success Manager (Sr. CSM) you will serve as a strategic advisor responsible for owning customer outcomes, retention, and growth across a portfolio of complex accounts. You will build strong relationships with operational and executive stakeholders, develop and evolve account strategies aligned to customer goals, and use product expertise, data, and customer insights to drive measurable value through the Unite Us platform.

• Independently identify and mitigate account and renewal risk.
• Optimize workflows and adoption using change management principles.
• Translate customer goals and platform performance into actionable success plans.
• Lead strategic customer conversations, including business reviews, renewal planning, escalations, and value discussions.
• Proactively coordinate cross-functional partners to advance customer priorities.
• Lead through influence to strengthen customer outcomes, team effectiveness, and Unite Us' broader mission.

Qualifications

• 3+ years of customer success, account management or directly related work experience.
• 3+ years of experience supporting healthcare and/or government customers.
• Experience managing complex customer relationships and executive stakeholders.
• Experience with account planning, renewals, retention, and expansion.
• Experience driving product adoption, workflow improvement, or change management.
• Strong analytical skills with demonstrated ability to turn data into insights and action.
• Experience leading strategic customer meetings, business reviews, or escalations.
• Proven ability to lead cross-functional work without direct authority.

Requirements

• This position is remote, U.S. based.
• Candidates must live in Ohio 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.

Company Description

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.