Senior Customer Success Manager

As a Senior Customer Success Manager at Unanet, you will own the relationship with assigned customers as well as driving product adoption, ensuring retention and customer satisfaction.  You will work with customers to maximize the use of Unanet’s solutions and establish a trusted advisor relationship in delivering value of our products and services. 

We look for Customer Success professionals who are self-motivated, flexible, and tech savvy.  You should possess consultative selling skills, be a strong negotiator and have experience in identifying needs, delivering value and managing relationships. 

What You’ll Do 

• Manage customer accounts using a consultative approach, ensuring renewal and attainment of revenue growth targets
• Leverage domain and product knowledge to drive adoption and identify opportunities to unlock and unleash greater value for our customers
• Identify customers who are at risk of churn and define and execute on retention strategies
• Build trust and confidence within your customer accounts, addressing their unique needs
• Coordinate with our cross-functional team of experts to support customer requests; provide updates and follow-ups on outstanding requests and escalations
• Execute regular account reviews by evaluating and presenting on health data as well as customer goals and challenges
• Develop creative solutions to support complex requirements

Your First 90 Days 

In your first 30 days, you will learn how our team of Customer Success Managers operate and build relationships with our team as well as other internal, cross-functional stakeholders. You will complete our Customer Success training program and be equipped to demo the value the Unanet product brings to its customers. Finally, you will have full access to your assigned accounts.

Within your first 60 days, you will audit your assigned accounts, understand each of your customer’s health metrics, and begin building long-lasting relationships with the customers you will serve. You will gain an in-depth understanding of our playbooks and the cadences required along the customer journey.

Within your first 90 days, you will become comfortable running your own calls within your assigned accounts, be able to discuss value drivers, and assist customers with any issues they might have.

Who You Are 

• 5+ years of experience in Customer Success or Account Management in B2B Software
• Excellent verbal, communication and presentation skills
• Ability to establish and maintain credibility and rapport
• Strong multi-tasking, problem-solving and organizational abilities
• Quick study when it comes to new technologies
• Agile and adaptable to a fast-moving technology environment
• Proficiency with collaborating cross-functionally, including remotely, with teams that include Finance & Accounting, Product, Sales and Marketing
• Ability to travel up to 25% (when it is safe to do so)

Your Differentiators 

• Bachelor’s degree
• Prior experience in the Government Contracting
• Prior experience with Customer Success software (e.g., ChurnZero, Gainsight) 

Our Values 

• We are a Team. Employees, customers, and partners working together.
• We are Customer-Focused. Customers are the heart of everything we do.
• We are Driven. Seeking exceptional outcomes.
• We Own our Success. Every employee has a stake in our company.
• We do the right thing and have fun in the process. 

The salary range for this opportunity is $85,000 - $100,000 per year. You will be eligible for employee equity as well as to earn commissions subject to commissions plans and policies that may be in effect from time to time. You will further be eligible to participate in Unanet's employee benefits plans and programs. For more details on Unanet's benefits offerings, please visit https://unanet.com/employee-benefits.

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.