Senior Customer Success Manager — Remote (WV)

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

Benefits offered by this job

Medical, Dental, and Vision insurance

Flexible Time Off

Paid Parental Leave

401(k) + Employer Match

WFH equipment provided

Job summary

Unite Us is seeking a Senior Customer Success Manager to drive outcomes for a diverse portfolio from a remote U.S. base, with preference for West Virginia.

You will own strategic relationships, renewals, and expansion, coordinating with Sales and Product to deliver measurable value on the Unite Us platform. Responsibilities include leading strategic conversations, managing risk, driving adoption, and coordinating cross-functional teams to meet customer goals while elevating overall customer

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: Serve as the strategic partner for assigned accounts, building relationships with operational and executive stakeholders.
• Drive Adoption, Value & Customer Outcomes: Apply product expertise and change management principles to optimize workflows and drive sustained adoption.
• Own Account Health, Retention & Growth: Identify and mitigate renewal risks, lead renewal strategy and expansion opportunities.
• Lead Strategic Communication & Customer Problem Solving: Lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations.
• Drive Cross-Functional Execution & Customer Advocacy: Align cross-functional partners around customer priorities and manage risks.
• Demonstrate Leadership & Elevate Team Effectiveness: Share best practices and strengthen team performance.

Skills

Customer success

Account management

Healthcare experience

Executive stakeholder management

Job description

Unite Us is seeking a Senior Customer Success Manager to drive outcomes for a diverse portfolio from a remote U.S. base, with preference for West Virginia.

You will own strategic relationships, renewals, and expansion, coordinating with Sales and Product to deliver measurable value on the Unite Us platform. Responsibilities include leading strategic conversations, managing risk, driving adoption, and coordinating cross-functional teams to meet customer goals while elevating overall customer