Customer Success Manager - Digital

About the Role

The Customer Success Manager (Digital) will have a strong mind for handling client needs, as well as a deep understanding of how to use digital tools to achieve customer satisfaction at scale. The individual in this role will be responsible for managing and retaining a large portfolio of customers, contributing to driving network engagement and filling gaps with new & existing customer geographies by providing agnostic engagement bandwidth to facilitate partner onboarding with a focus on platform adoption. This role requires someone with a creative and strategic mindset, who is customer and team-oriented and has the ability to thrive in a high growth and fast-paced company environment. This position is remote, U.S.-based and may require up to 10% travel. 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.

Responsibilities

• Manage a high-volume, tech-touch book of business using a “one-to-many” approach
• Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
• Segment your book of business and develop strategic plans that deliver customer value at scale
• Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value
• Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas
• Leverage Salesforce to create innovative workflows that automate key account engagement activities
• Understand the Product to teach customers how to use it & recommendations for additional products & services
• Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
• Be innovative & think outside the box when it comes to developing new models that drive user adoption
• Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
• Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
• Lead discussions around forecasting and pipeline status with internal stakeholders

Requirements

3+ years of professional work experience suggested; 2-4 years of customer success or related work experience preferred; experience managing revenue and an ability to learn new technologies; experience in process development and resource creation/management; analytical ability to leverage data to drive creative decisions and recommendations.

Benefits

• Medical, Dental, and Vision insurance (including unlimited virtual mental health and acute medical visits)
• Wellness: Mental health benefits such as 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 (adoptive parents included)
• Employee Resource Groups
• Spending Accounts: tax‑advantaged HSAs, FSAs, commuter benefits
• 401(k) + Employer Match (immediate vesting, financial wellness resources)
• Life and AD&D (company‑paid, option to purchase additional coverage)
• Disability Coverage
• Accident Insurance
• Pet Insurance
• Work‑from‑home equipment: computer, mouse, keyboard and other approved WFH supplies

Pay

The target pay range for this role is: $75,000‑$87,500. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.