Senior Customer Success Manager

age, grow, and retain a book of business for assigned large-tier customers.
Ensure customers have a high rate of customer satisfaction, adoption, engagement and retention
Build and maintain strong, long-lasting customer and community partner relationships with large and priority stakeholders, including end-to-end engagement
Identify and evaluate growth opportunities within book of business, and develop and maintain strategic plans to drive account expansions, improve customer retention, and increase overall customer lifetime value
Own client renewals and expansion opportunities in partnership with key internal stakeholders
Be an expert in Unite Us products and services and educate customers on Unite Us technology solutions
Act as the customer’s escalation point for business-critical issues, ensuring follow-up and resolution
Create and execute engagement strategies based on customer needs and the network growth and development strategy
Develop and iterate on success plans for customers that outline their key objectives and success metrics; identify critical risks and identify solutions to ensure long-term partnership success
Define usage strategies and business objectives to ensure impact alignment between Unite Us and key customer stakeholders
Monitor user adoption by customers and take action as necessary
Manage and lead user training and support through workflow pilots and rollouts
Deliver best practices for data-driven process workflows based on specific use cases, evolving industry standards, and an understanding of related tools
Analyze data to provide deeper insights into customer operations and network performance, including opportunities for improvement and areas of strength
Turn data insights into tactical interventions that drive platform utilization, network health, and value for customers and community partners working cross-functionally.
Solicit and synthesize feedback regularly to serve as the voice of the customer and community within Unite Us