Senior Customer Success Manager - West Virginia

The role

You will serve as a strategic advisor responsible for customer outcomes, retention, and growth across a portfolio of complex accounts. You will build relationships with stakeholders and use product expertise and data to drive value through the Unite Us platform.

What you will do

• Serve as the strategic partner for assigned accounts
• Develop and evolve account strategies and Joint Success Plans
• Apply product expertise and change management principles to optimize workflows
• Use customer and platform data to identify trends and opportunities
• Identify and mitigate account and renewal risks
• Lead renewal strategy and execution
• Identify expansion opportunities and partner with Sales
• Lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations
• Align cross-functional partners around customer priorities
• Synthesize customer feedback into actionable themes

Required qualifications

• 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
• Must live in or around West Virginia

Benefits

• Medical, Dental, and Vision
• Unlimited virtual mental health and acute medical visits
• Employee Assistance Program (EAP) and wellness platform subscription
• Flexible Time Off including volunteer days and mental health days
• 14 paid, company-wide holidays
• Paid Parental Leave
• Employee Resource Groups
• Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer Match with immediate vesting
• Life and AD&D - company paid with option to purchase additional coverage
• Disability Coverage
• Accident Insurance

Before you apply

• Candidates must live in or around West Virginia to be considered
• All team members will be required to pass a background check which includes criminal, employment, and education verification

About the company

Unite Us uses a national network and software to connect community-based organizations, government agencies, and healthcare organizations to improve the experience of navigating health and social services. Their mission is to unlock the potential of every community.