Senior Customer Success Manager

About the role

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. You will independently identify and mitigate account and renewal risk, optimize workflows and adoption using change management principles, and translate customer goals and platform performance into actionable success plans. You will lead strategic customer conversations, including business reviews, renewal planning, escalations, and value discussions, while proactively coordinating cross-functional partners to advance customer priorities. You will lead through influence to strengthen customer outcomes, team effectiveness, and Unite Us' broader mission.

What You'll Do

• Own Strategic Customer Relationships & Account Strategy
  Serve as the strategic partner for assigned accounts, building strong relationships with operational and executive stakeholders.
  Develop and evolve account strategies and Joint Success Plans aligned to customer goals, priorities, and measurable outcomes.
  Anticipate stakeholder needs and identify risks, opportunities, and actions that advance account success.

• Drive Adoption, Value & Customer Outcomes
  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.

• Own Account Health, Retention & Growth
  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.

• Lead Strategic Communication & Customer Problem Solving
  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.

• Drive Cross-Functional Execution & Customer Advocacy
  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.

• Demonstrate Leadership & Elevate Team Effectiveness
  Serve as a trusted resource and thought partner for peers.
  Share best practices, insights, and learnings that strengthen team performance.

Environmental Job Requirements and Working Conditions

• This position is remote, U.S. based.
• Candidates must live in Ohio to be considered.
• This position may require 30% travel.

Pay

The target pay range for this role is: $95,000-$110,000. 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.

Benefits

• Medical, Dental, and Vision
  We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

• Wellness
  Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

• Flexible Time Off
  We offer 14 paid, company-wide holidays.

• Employee Resource Groups
  Join our ERGs to connect and engage with colleagues, like Military Veterans.

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

• 401(k) + Employer Match
  We enjoy matching, immediate vesting and financial wellness resources.

Additional Benefits

• Life and AD&D
  A company paid benefit, with the option to purchase additional coverage for yourself and your dependents.

• Disability Coverage
  Accident Insurance.

• Pet Insurance
  Available as part of this work at home job.

Equipment Provided

• All the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.