Remote Senior Customer Success Manager — Strategic Growth & Renewal

Unite Us; Columbus (OH); Remote; USD 95,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Insurance for team members and depend—

Unlimited virtual mental health

Wellness program

Flexible Time Off

14 company-wide holidays

Paid parental leave

Employee Resource Groups

HSAs & FSAs

401(k) + employer match

Disability coverage

Pet insurance

Job summary

Unite Us, based in Columbus, OH, seeks a Senior Customer Success Manager to own strategic relationships, drive renewal and expansion, and improve adoption across a portfolio of healthcare/government accounts. You will partner with executives to align account plans with customer goals and translate platform data into measurable value.

You will lead strategic conversations, manage risk, and coordinate with Product and Sales to maximize outcomes, while shaping CS strategy and maturity across teams.

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.

Responsibilities

• Own Strategic Customer Relationships & Account Strategy with executive stakeholders.
• Develop and evolve Joint Success Plans aligned to goals and measurable outcomes.
• Anticipate stakeholder needs, risks, and actions that advance account success.
• Drive Adoption, Value & Customer Outcomes using product expertise and change management.
• Use platform data to identify trends, gaps, and opportunities for improvement.
• Connect platform usage and outcomes to customer goals and communicate measurable value.
• Own Account Health, Retention & Growth; identify renewal risks and plan strategies.
• Lead renewal strategy and execution with cross-functional coordination.
• Identify expansion opportunities and partner with Sales for growth.
• Lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations.
• Tailor communications to diverse buyer types and priorities.
• Diagnose root causes and drive solutions to reduce repeat issues.
• Drive cross-functional execution and customer advocacy across teams.
• Lead complex customer initiatives and mitigate project risks.
• Synthesize feedback into actionable themes for Product and teams.
• Share best practices to strengthen team performance.

Skills

Customer success

Account management

Healthcare customers

Executive stakeholders

Renewals & expansions

Change management

Job description

Unite Us, based in Columbus, OH, seeks a Senior Customer Success Manager to own strategic relationships, drive renewal and expansion, and improve adoption across a portfolio of healthcare/government accounts. You will partner with executives to align account plans with customer goals and translate platform data into measurable value.

You will lead strategic conversations, manage risk, and coordinate with Product and Sales to maximize outcomes, while shaping CS strategy and maturity across teams.