Senior Customer Success Manager - Hawaii

Unite Us; Hawaii; Remote; USD 95,000 - 110,000; Full time

Benefits offered by this job

Unlimited virtual health visits

Flexible Time Off

14 paid holidays

HSA/ FSAs and commuter benefits

Job summary

Unite Us is seeking a Senior Customer Success Manager to own strategic relationships with a Hawaii-based portfolio, driving retention, renewal planning, and expansion opportunities. The role emphasizes cross-functional collaboration with product, sales, and operations to translate platform value into measurable outcomes.

You will guide account strategy, impact adoption, and mitigate risks while coordinating complex conversations with executives and stakeholders across healthcare and government

Qualifications

• 3+ years of customer success, account management or related work experience
• 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 data-driven decision making
• Experience leading strategic customer meetings and escalations

Responsibilities

• Own strategic relationships and develop Joint Success Plans aligned to goals
• Drive adoption using product expertise and change management principles
• Lead renewal strategy and coordinate with Sales for expansions
• Align cross-functional partners around priorities and mitigate project risks
• Synthesize customer feedback into actionable insights for Product and teams

Job description

Senior Customer Success Manager - Hawaii

Department: Customer Success

About the Role

At Unite Us, as a Senior Customer Success Manager (Sr. CSM) you will serve as a strategic advisor responsible for owning customer outcomes, retention, and growth across a portfolio of complex accounts. You will build strong relationships with operational and executive stakeholders, develop and evolve account strategies aligned to customer goals, and use product expertise, data, and customer insights to drive measurable value through the Unite Us platform. You will independently identify and mitigate account and renewal risk, optimizes workflows and adoption using change management principles, and translates customer goals and platform performance into actionable success plans. You will lead strategic customer conversations, including business reviews, renewal planning, escalations, and value discussions, while proactively coordinating cross-functional partners to advance customer priorities. You will lead through influence to strengthen customer outcomes, team effectiveness, and Unite Us' broader mission.

Own Strategic Customer Relationships & Account Strategy

• Serve as the strategic partner for assigned accounts, building strong relationships with operational and executive stakeholders.
• Develop and evolve account strategies and Joint Success Plans aligned to customer goals, priorities, and measurable outcomes.
• Anticipate stakeholder needs and identify risks, opportunities, and actions that advance account success.

Drive Adoption, Value & Customer Outcomes

• Apply Unite Us product expertise and change management principles to optimize workflows and drive sustained adoption.
• Use customer and platform data to identify trends, gaps, and opportunities for improvement.
• Connect platform usage and outcomes to customer goals and clearly communicate measurable value.

Own Account Health, Retention & Growth

• Proactively identify and mitigate account and renewal risks using health signals, adoption trends, and stakeholder engagement.
• Lead renewal strategy and execution, ensuring alignment and readiness across customer and internal stakeholders.
• Identify expansion opportunities and partner with Sales to advance qualified growth opportunities.

Drive Cross-Functional Execution & Customer Advocacy

• Align cross-functional partners around customer priorities, establishing clear ownership, timelines, and dependencies.
• Lead complex customer initiatives and proactively identify and mitigate project risks.
• Synthesize customer feedback into actionable themes and advocate for customer needs with Product and other internal teams.
• Share best practices, insights, and learnings that strengthen team performance.

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
• ~ Unite Us' mission is to unlock the potential of every community. 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.

Environmental Job Requirements and Working Conditions

This position is remote, U.Candidates must live in Hawaii to be considered.

This position may require 30% travel

The target pay range for this role is: $95,000-$110,000. This salary range represents our target hiring range for this role. 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
• We also offer 14 paid, company-wide holidays.
• Join our ERGs to connect and engage with colleagues, like Military Veterans
• Spending Accounts
• We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
• Enjoy matching, immediate vesting and financial wellness resources
• Disability Coverage
• 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.

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 -Remote