Senior Customer Success Manager

Apply Unite Us product expertise and change management principles to optimize workflows and drive sustained adoption.

Use customer and platform data to identify trends, gaps, and opportunities for improvement.

Connect platform usage and outcomes to customer goals and clearly communicate measurable value.

Proactively identify and mitigate account and renewal risks using health signals, adoption trends, and stakeholder engagement.

Lead renewal strategy and execution, ensuring alignment and readiness across customer and internal stakeholders.

Identify expansion opportunities and partner with Sales to advance qualified growth opportunities.

Independently lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations.

Tailor communication to diverse stakeholder and buyer types and navigate complex or competing priorities.

Diagnose root causes, resolve recurring challenges, and drive solutions that reduce repeat issues.

Align cross-functional partners around customer priorities, establishing clear ownership, timelines, and dependencies.

Lead complex customer initiatives and proactively identify and mitigate project risks.

Synthesize customer feedback into actionable themes and advocate for customer needs with Product and other internal teams.

Serve as a trusted resource and thought partner for peers.

Share best practices, insights, and learnings that strengthen team performance.

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

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.

We offer insurance to 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, are available to all team members.

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.

Join our ERGs to connect and engage with colleagues, like Military Veterans

We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.

Enjoy matching, immediate vesting and financial wellness resources