Customer Success Manager - Digital New

Unite Us; Northern (KY); Hybrid; USD 75,000 - 88,000; Full time

Benefits offered by this job

Medical, Dental, and Vision

Flexible Time Off

Paid Parental Leave

401(k) + Employer Match

Pet Insurance

Life and AD&D

HSAs/FSAs/Commuter benefits

Job summary

Unite Us is seeking a Customer Success Manager - Digital to manage a high-volume, tech-touch portfolio and drive platform adoption at scale. You will design onboarding strategies, segment customers, and partner with cross-functional teams to increase engagement and revenue retention.

Ideal candidates have 3+ years in customer success, strong data analytics, and experience with revenue management. This remote role may include travel and requires collaboration across diverse teams.

Qualifications

• 3+ years of professional work experience suggested.
• 2-4 years of customer success or related work experience preferred.
• Experience managing revenue and learning new technologies.
• Experience in process development and resource creation/ management.
• Analytical ability to leverage data to drive decisions.

Responsibilities

• Manage a high-volume, tech-touch book of business with a one-to-many approach.
• Deliver best practices for onboarding strategies and workflows.
• Segment the book of business and develop strategic plans for value at scale.
• Collaborate with a matrix account team to manage sales pipeline and relationships.
• Build targeted cadences to drive maturity and expansion.
• Leverage Salesforce to automate key account engagement activities.
• Understand the product and recommend additional products and services.
• Know GRR & CSQL metrics and their impact on your book.
• Innovate models to drive user adoption.
• Collaborate cross-functionally to create a seamless customer experience.
• Assist with systems and materials to maximize program metrics.
• Lead forecasting and pipeline discussions with stakeholders.

Skills

Customer success

Data analysis

Salesforce

Onboarding

Remote collaboration

Strategic planning

Tools

Salesforce

Job description

Department: Customer Success

Position: Customer Success Manager - Digital

About the Role

The Customer Success Manager (Digital) will have a strong mind for handling client needs, as well as a deep understanding of how to use digital tools to achieve customer satisfaction at scale. The individual in this role will be responsible for managing and retaining a large portfolio of customers, contributing to driving network engagement and filling gaps with new & existing customer geographies by providing agnostic engagement bandwidth to facilitate partner onboarding with a focus on platform adoption. This role requires someone with a creative and strategic mindset, who is customer and team-oriented and has the ability to thrive in a high growth and fast-paced company environment.

What You'll Do

• Manage a high-volume, tech-touch book of business using a “one-to-many” approach
• Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
• Segment your book of business and develop strategic plans that deliver customer value at scale
• Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value.
• Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas.
• Leverage Salesforce to create innovative workflows that automate key account engagement activities
• Understand the Product to teach customers how to use it & recommendations for additional products & services.
• Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
• Be innovative & think outside the box when it comes to developing new models that drive user adoption
• Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
• Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
• Lead discussions around forecasting and pipeline status with internal stakeholders

You’re a great fit for this role if:

• 3+ years of professional work experience suggested
• 2-4 years of customer success or related work experience preferred
• Experience managing revenue and an ability to learn new technologies
• Experience in process development and resource creation/ management
• Analytical ability to leverage data to drive creative decisions and recommendations.

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
• The target pay range for this role is: $75,000-$87,500. 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.
• This position may require 10% travel
• All team members will be required to pass a background check which includes criminal, employment, and education verification

Benefits provided by Unite Us:

Medical, Dental, and Vision

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

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

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.

Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

Choose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace.

Spending Accounts

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

401(k) + Employer Match

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
• Pet Insurance

As part of this work at home job, we will provide you with 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.

Our Commitment to Diversity

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 [e-mail] to request an accommodation.