Customer Success Executive
About the role
You’ll own retention and expansion for a strategic book of business across our most impactful customers. In this senior individual contributor role, you’ll build and nurture executive-level relationships, craft and execute data-driven account strategies, and negotiate complex renewals and upsells. You’ll partner cross-functionally to ensure delivery of measurable outcomes—driving adoption, network growth, ROI, and program impact.
Responsibilities
Own retention and growth strategy: Develop and execute multi-year account plans that align Unite Us capabilities to customer objectives, drive GRR/NRR, and proactively mitigate churn risk across assigned vertical(s).
Lead executive stakeholder engagement: Build, map, and manage senior and C-suite relationships; align on goals, success metrics, and value realization for providers, payers, public sector, and community-based organizations.
Negotiate complex renewals and expansions: Structure and close multi-year renewals and support upsells, including pricing strategy and terms; navigate procurement and budget cycles in partnership with Legal and Finance to land on time.
Translate data into compelling narratives: Analyze platform utilization, network health, and outcomes to produce ROI analyses and insights that inform strategy; deliver QBRs and executive readouts that drive decisions and action.
Orchestrate cross-functional value delivery: Lead initiatives with Product, Community, Operations, Marketing, and Support to resolve issues, unlock adoption, and deliver on success plans without formal people management.
Drive adoption and workflow excellence: Design and implement best-practice workflows and enablement for targeted use cases; run adoption campaigns and measure engagement to expand value across networks.
Forecast revenue with precision: Maintain accurate renewal and expansion pipelines, scenarios, and risk signals in CRM; communicate forecast changes early and often based on budget and procurement intelligence.
Run strategic business reviews: Plan and facilitate data-driven QBRs/EBRs that connect outcomes to investment, revisit goals, and secure executive alignment on next-step initiatives and expansions.
Champion voice of customer and market insights: Continuously gather feedback and competitive intelligence; advocate for needs in product roadmap and contribute to positioning that differentiates Unite Us.
Elevate the CS practice: Mentor peers informally, codify best practices, and lead process improvements and playbook contributions that scale customer impact.
Requirements
5-7 years of experience managing enterprise-level customer relationships with complex, strategic accounts involving multiple executive stakeholders and long-term success planning.
At least 5 years of experience in customer success, account management, or directly related work experience preferred.
Demonstrated ability to translate customer goals into strategic success plans, measurable outcomes, and executive-level impact stories.
Experience designing or supporting complex programs, including developing logic models, success frameworks, or other approaches that connect activities to measurable outcomes and impact.
Proven ability to serve as the internal executive advocate for customers—mobilizing cross-functional teams, shaping priorities, and driving coordinated action to deliver measurable business outcomes.
Experience working with government, healthcare, or other mission-driven organizations is strongly preferred.