Senior Customer Success Manager (AEC)

Unanet, Inc.; New York (NY); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Work from anywhere

Health & Wellbeing

Equity ownership

Home office stipend

Open PTO & paid parental leave

Pet Insurance

Professional development

Culture Committee

401(k) + employer match

Job summary

Unanet, Inc. is seeking a Senior Customer Success Manager to act as a strategic advisor to a portfolio of mid‑market customers. You will drive adoption, renewals, and expansion while building trusted executive relationships and aligning outcomes with business value.

You will partner with Sales, Product, and other teams to maximize customer success, create account plans, and lead executive reviews. In your first weeks, you’ll immerse yourself in Unanet’s ERP/CRM ecosystem and customer base.

Qualifications

• 5+ years of Customer Success, Account Management, or consultative customer-facing experience in B2B SaaS.
• Experience with ERP and/or CRM software.
• Experience with Customer Success platforms (e.g., ChurnZero, Gainsight, Salesforce).
• Experience conducting Executive Business Reviews (EBRs) and partnering on strategic account planning.

Responsibilities

• Own a portfolio of mid-market accounts, driving adoption, renewals, expansion, and customer health.
• Create and execute account success plans aligned to customer objectives to deliver measurable outcomes.
• Develop relationships with executive sponsors and key stakeholders as a strategic partner.
• Collaborate cross-functionally with Sales, Product, Professional Services, Support, Finance, and Marketing.

Skills

Customer success

Account management

Executive relationships

Strategic account planning

Tools

Salesforce

Gainsight

ChurnZero

Job description

• We’re looking for a Senior Customer Success Manager to serve as a strategic advisor to a portfolio of our mid-market customers
• In this role, you’ll be responsible for driving adoption, retention, expansion, and long-term customer outcomes by building trusted executive relationships and helping customers realize measurable business value from their investment in Unanet
• You’ll partner closely with Sales, Product, Customer Solutions Engineering, Support, and other internal teams to maximize customer success while identifying opportunities to deepen our partnerships
• Own a portfolio of mid-market accounts, driving adoption, renewals, expansion, and customer health
• Develop trusted relationships with executive sponsors and key stakeholders, positioning yourself as a strategic partner throughout the customer lifecycle
• Create and execute account success plans aligned to customer business objectives, ensuring customers achieve measurable outcomes and long-term value
• Proactively identify customer risks and opportunities using health metrics, product usage, and business insights; execute retention and growth strategies accordingly
• Partner with Sales to support renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals
• Conduct executive business reviews that demonstrate business value, communicate product roadmap updates, and align on future priorities
• Work cross-functionally with Product, Support, Professional Services, Customer Solutions Engineering, Finance, and other teams to advocate for customer needs and ensure successful outcomes
• Act as the voice of the customer by sharing trends, feedback, and enhancement opportunities that influence our products and customer experience
• Create customer advocates by building strong relationships and delivering consistently positive customer experiences
• In your first 30 days, you’ll immerse yourself in Unanet’s products, customers, and Customer Success practice while completing our onboarding program. You’ll build relationships across the organization, gain an understanding of our engagement model, and become familiar with your assigned portfolio of customers
• Within your first 60 days, you’ll establish relationships with your customer base, develop a strong understanding of customer health metrics, and begin leading customer engagements with confidence. You’ll become comfortable identifying risks and opportunities while partnering internally to deliver value
• Within your first 90 days, you’ll independently manage your portfolio, lead executive business reviews, develop strategic account plans, and confidently guide customer conversations around adoption, business value, renewals, and expansion. By this point, you’ll be viewed as a trusted advisor by both customers and internal stakeholders

Benefits

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

Ability and curiosity to quickly learn complex software solutions and the industries we serveDemonstrated success driving customer adoption, retention, renewals, and expansion across a portfolio of strategic accountsStrong consultative, relationship management, negotiation, and executive presentation skillsComfortable collaborating across Sales, Product, Professional Services, Support, Finance, and Marketing in a fast-paced, cross-functional environmentProven ability to build credibility and lasting relationships with executive stakeholders, including C-level leaders5+ years of Customer Success, Account Management, or consultative customer-facing experience within B2B SaaSPrior experience supporting customers within the Architecture, Engineering, and Construction (AEC) industryExcellent organizational, analytical, and problem-solving skills with the ability to manage multiple priorities effectivelyExperience developing strategic account plans and using customer health data to proactively manage risk and identify growth opportunitiesExperience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) softwareExperience using Customer Success platforms (e.g., ChurnZero, Gainsight, Salesforce)Experience conducting Executive Business Reviews (EBRs) and partnering on strategic account planningExperience working within a digital-first or scaled Customer Success model