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Unite Us · 18 hours ago

Senior Customer Success Manager

Hawaii

Full-time

Hybrid

Mid, Senior Level

$90K/yr - $100K/yr

3+ years exp

Unite Us is a company dedicated to unlocking the potential of every community. The Senior Customer Success Manager will ensure that customers achieve their business objectives by managing relationships, driving customer satisfaction, and identifying growth opportunities.

Health CareMedicalSocial CRMSoftware

Responsibilities

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 top-down account strategy (KPIs, key metrics, network growth, etc.)

Develop and iterate on joint success plans for customers that outline their key objectives and success metrics; identify critical risks and identify solutions to ensure long-term partnership success

Run Quarterly Business Reviews for all accounts in your book of business

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

Work to understand client budget and procurement cycles to reduce the risk of churn and drive retention

Solicit and synthesize feedback regularly to serve as the voice of the customer and community within Unite Us

Have comfortability working on upsell scenarios as net retention is critical to the role

Maintain an accurate revenue forecast for the accounts in your book of business

Qualification

Customer Success ManagementData AnalysisStrategic PartnershipsRenewals ManagementGovernment Programs ExperienceUpsellingRelationship BuildingMentoring