Enterprise Customer Success Manager (AEC)

Unanet, Inc.; New York (NY); Remote; USD 120,000 - 170,000; Full time

Benefits offered by this job

Home office stipend

Open PTO & paid parental leave

Equity ownership

401(k) + employer match

Professional development

Work from anywhere

Health & Wellbeing

Pet Insurance

Culture Committee

Job summary

Unanet, Inc. is seeking an experienced Customer Success Leader to manage our most strategic accounts and drive revenue growth. You will build strong relationships with C-level executives and stakeholders, identify expansion opportunities, and lead cross-functional initiatives to ensure client success.

The role emphasizes proactive problem-solving, exceptional communication, and the ability to navigate a fast-paced SaaS environment with travel up to 25–30% as needed.

Qualifications

• 5+ years managing enterprise or strategic accounts
• 8+ years in Customer Success or Account Management in a B2B SaaS environment
• Ability to travel 25-30%
• Proactive problem-solving in a fast-paced SaaS company
• Experience working with executives and cross-functional teams

Responsibilities

• Manage our most strategic accounts and drive upsell and expansion revenue.
• Maintain understanding of client status, business conditions, and requirements.
• Forecast and communicate at-risk customers and define retention strategies.
• Coordinate and manage cross-functional commitments and senior stakeholder relationships.
• Produce status reports and conduct regular business reviews with customers and internal teams.
• Mentor newer team members and uphold a customer-centric culture.

Skills

Strategic thinker

Communication skills

Negotiation skills

Presentation skills

Relationship building

Cross-functional collaboration

Leadership/mentorship

Travel readiness

Education

Bachelor’s degree preferred

Relevant experience in lieu of degree

Tools

Salesforce

ChurnZero

Gainsight

Job description

• Manage our most strategic and complex accounts by building and maintaining strong and lasting relationships with decision makers and key stakeholders within client organizations while achieving upsell and expansion revenue targets through the use of consultative selling techniques
• Maintain a thorough understanding of customer status, satisfaction, business condition, business projections, business requirements, personnel and leadership changes, system configuration, partner relationships, etc
• Investigate account’s organizational landscape and build relationships that expand our footprint and drive revenue
• Lead strategic program development to plan for clients’ success, including project plan development and communication internally and externally on progress
• Manage client expectations, assessing needs and determining levels of adoption of the Unanet platform across client project teams
• Identify new revenue opportunities and drive increased engagement for new and existing clients
• Provide best practices, coaching and training to customers to help them maximize value of working with Unanet
• Leverage domain and product knowledge to drive adoption and expansion opportunities
• Forecast and communicate at-risk customers and define retention strategies
• Prioritize customer requests to maintain a high degree of confidence and trust
• Coordinate and manage commitments cross-functionally, leveraging subject matter experts to support customer requests
• Provide updates and follow-ups to customers on outstanding issues, requests, and escalations
• Coordinate regular account reviews, gathering and presenting status of customer goals, issues, and roadmap requests; produce reports that include data supporting the value delivered through utilization
• Document and drive success plans for each customer
• Create advocates by ensuring customers achieve goals identified in success plans
• Develop creative solutions to support complex customer requirements
• Effectively multitask and manage multiple priorities simultaneously
• Mentor newer team members helping to drive a customer-centric attitude in the Customer Success team and the wider organization
• Handle complex requests and nuanced situations with extreme professionalism, quick execution, and a sense of urgency to uphold our reputation for excellent customer service
• First 30 Days: Immerse yourself in our Customer Success methodologies, product offerings, and internal processes. Build strong relationships with cross-functional stakeholders and begin engaging with the customers within your assigned book of business. Gain familiarity with Unanet’s customer health metrics, and complete the Customer Success onboarding program
• Within 60 Days: Establish relationships within your book of business and understand key customer success metrics. Proactively assess customer health, identify initial expansion opportunities, and begin building strategic account plans
• Within 90 Days: Confidently lead customer calls, facilitating value-based discussions and presenting actionable insights. Proactively manage at-risk customers, identify upsell opportunities, and ensure customers are progressing toward desired outcomes with strategic account plans in place

Benefits

• Home office stipend
• Open PTO & paid parental leave
• Equity ownership
• 401(k) + employer match
• Professional development
• Work from anywhere
• Health & Wellbeing
• Pet Insurance
• Culture Committee

5+ years of experience managing enterprise or strategic accountsProactive and strategic thinker, capable of identifying upsell opportunities and mitigating risks early in the customer lifecycleExcellent communication, negotiation, and presentation skills with a strong ability to influence and build rapportExperience working with executives, both internally and externally; comfortable owning the room and facilitating meetings and strategy sessions with several departments and stakeholdersAbility to travel 25-30%8+ years of experience in Customer Success or Account Management in a B2B SaaS environmentA self-starter who is comfortable working in a fast-paced and rapidly growing SaaS company with a focus on proactive problem-solvingProficient with Salesforce and other Customer Success platforms (e.g., ChurnZero, Gainsight)Strong organizational and strategic planning abilities, with a focus on upsell and expansion strategiesBachelor’s degree preferred, but relevant experience will be considered in lieu of a degreeProven experience managing complex customer relationships, including C-level executives, to drive adoption, renewals, and expansionAbility to effectively collaborate cross-functionally, including with remote teamsExperience in the Architecture, Engineering & Construction (AEC) vertical, with an understanding of its unique challenges and opportunitiesPrior experience with ERP and/or CRM solutions