Senior Customer Success Manager (Georgia)

About the Role: 

The Senior Customer Success Manager will be responsible for ensuring their customers achieve their business objectives with Unite Us. This is a role that spans from strategic to tactical thinking, with relationship-building at its core. Post implementation, you will guide your client through our proven approach to building and growing strong communities of organizations that work together. You’ll be a key part of a dynamic, cross-functional team, so the ability to manage competing priorities and work well with others is a must. 

What You'll Do:

• Build and maintain strong, long-lasting customer relationships with key stakeholders by becoming a trusted expert and advisor in managing Unite Us solution
• Develop and iterate on success plans for customers that outline their key objectives, success metrics; identify key risks and solutions to ensure long-term partnership success
• Partner cross-functionally across Unite Us on behalf of your customer to ensure their success  
• Deliver best practices for process workflows within different verticals and environments, based on specific client use cases, evolving industry standards, and an understanding of related tools 
• Present recommendations to customers for improving or expanding the use of Unite Us within their organization and community partners 
• Solicit and synthesize customer feedback on a regular basis to serve as the voice of the customer within Unite Us 
• Analyze data to provide deeper insights and smarter understanding of customer operations, opportunities for improvement and areas of strength
• Own client renewals and expansion opportunities in partnership with key internal stakeholders 
• Mentor other CS team members 
• Exhibit confidence in one’s ability to problem solve and be successful while also expressing confidence in and support of others

You’re a great fit for this role if:

• Customer-facing services experience such as consulting, account management, customer success or internal services partner
• Demonstrated success managing complex customers and scenarios with organization and confidence
• Self-starter motivation with strong organizational and time management skills – you make things happen!
• Excellent communication and presentation skills – you’re an active listener who can break down complex ideas and tailor your message to a specific audience
• Experience analyzing data to pull out insights, tell a story, and drive action
• Empathy and business acumen - you build trust with clients by understanding their motivations and bigger picture business objectives and connecting those to the Unite Us product suite and mission
• Comfort engaging with customers, promoting Unite Us, and generating buy-in across multiple stakeholder groups

Our Mission:

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

Environmental Job Requirements and Working Conditions:

• This position is remote, work-from-home based in the state of Georgia.
• This position may require 20% travel 
• All team members in departments that must be available for in person meetings (currently Customer Success, Networks & Sales) must submit proof of Covid-19 vaccination and booster, or receive an approved accommodation. Accommodations will be reviewed and approved on an individual basis. 

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at [email protected] to request an accommodation.