Senior Customer Success Manager

Job Title: Senior Customer Success Manager - Missouri Department: Customer Success 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, optimizes workflows and adoption using change management principles, and translates 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. You’re a great fit for this role if : 3+ years of customer success, account management or directly related work experience 3+ years of experience supporting healthcare and/or government customers. Experience managing complex customer relationships and executive stakeholders Experience with account planning, renewals, retention, and expansion Experience driving product adoption, workflow improvement, or change management Strong analytical skills with demonstrated ability to turn data into insights and action Experience leading strategic customer meetings, business reviews, or escalations Proven ability to lead cross-functional work without direct authority 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, U.S. based. Candidates must live in Missouri to be considered. This position may require 30%