Note: The job is a remote job and is open to candidates in USA. Unite Us is a software company connecting community-based organizations, government agencies, and healthcare organizations to improve access to health and social services. The Customer Success Manager - Digital will manage and retain a high-volume customer portfolio, drive platform adoption, develop scalable engagement strategies, and support customer expansion. The role also involves using Salesforce, analyzing customer metrics, collaborating cross-functionally, and leading forecasting discussions.
Responsibilities
- Manage a high-volume, tech-touch book of business using a “one-to-many” approach
- Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
- Segment your book of business and develop strategic plans that deliver customer value at scale
- Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value
- Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas
- Leverage Salesforce to create innovative workflows that automate key account engagement activities
- Understand the Product to teach customers how to use it & recommendations for additional products & services
- Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
- Be innovative & think outside the box when it comes to developing new models that drive user adoption
- Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
- Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
- Lead discussions around forecasting and pipeline status with internal stakeholders
Skills
- Experience managing revenue and an ability to learn new technologies
- Experience in process development and resource creation/ management
- Analytical ability to leverage data to drive creative decisions and recommendations
- 3+ years of professional work experience suggested
- 2-4 years of customer success or related work experience preferred
Benefits
- This position is remote, U.S.-based
- Medical, Dental, and Vision insurance for 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, available to all team members
- Flexible Time Off, including volunteer days and mental health days
- 14 paid, company-wide holidays
- Paid Parental Leave, including adoptive parents
- Employee Resource Groups (ERGs)
- Tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
- 401(k) with matching, immediate vesting, and financial wellness resources
- Life and AD&D insurance as a company-paid benefit, with the option to purchase additional coverage for yourself and your dependents
- Disability Coverage
- Accident Insurance
- Pet Insurance
- Necessary equipment for this work-at-home job, including a computer, mouse, keyboard, and other items on the approved list of WFH supplies
Company Overview