Senior Customer Success Manager

Unite UsUnited StatesSenior
$95K–110KActiveVerified 59m ago

Job description

Job Title: Senior Customer Success Manager

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.

What You'll Do:

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.

Lead Strategic Communication & Customer Problem Solving

  • Independently lead stakeholder meetings, QBRs/EBRs, renewal conversations, and escalations.
  • Tailor communication to diverse stakeholder and buyer types and navigate complex or competing priorities.
  • Diagnose root causes, resolve recurring challenges, and drive solutions that reduce repeat issues.

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.

Demonstrate Leadership & Elevate Team Effectiveness

  • Serve as a trusted resource and thought partner for peers.
  • Share best practices, insights, and learnings that strengthen team performance.

You’re a great fit for this role if:

  • 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

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. 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. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

  • This position is remote, U.S. based.
  • 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. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
  • All team members will be required to pass a background check which includes criminal, employment, and education verification

Benefits provided by Unite Us:

Medical, Dental, and Vision

We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.

Wellness

Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.

Flexible Time Off

Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.

Paid Parental Leave

Adoptive parents are included.

Employee Resource Groups

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.

401(k) + Employer Match

Enjoy matching, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

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 [email protected] to request an accommodation.

#LI-Remote

Similar jobs

Your JobThe Georgia-Pacific IT team is seeking business-savvy technical minded interns to join our team, this upcoming Summer 2027 in Atlanta, GA. This will be a 12-week onsite internship opportunity that runs from late May to mid-August 2027. Koch Industries has been consistently selected as one of the top 100 Internship Programs in the U.S by WayUp! Want to know what it’s like to intern at Koch? Click Here! What You Will DoAt Georgia-Pacific, we recognize that great people deliver great value. Within our Early Career programs, our focus is to recruit Contribution Motivated individuals who want to own their career development and deliver superior returns within our organization. Our Internship Program may consist of the below roles: Business Analyst InternAnalyze business processes and stakeholder needs to identify opportunities for improvement and value creation.Document requirements, workflows, and testing activities that support successful technology and process solutions.Collaborate across business and IT teams to ensure solutions align with customer needs and business objectives. Product Owner InternSupport the development and prioritization of product features that deliver value to customers and the business.Translate stakeholder feedback and business needs into user stories, requirements, and backlog items.Partner with cross-functional teams to support product planning, delivery, and continuous improvement efforts. Our interns work alongside our employees to solve real problems and offer insights that benefit society through improving our products and services. In addition to being a contributor on their team, interns at Koch Companies learn about our unique Principle-Based Management culture, enjoy a variety of networking events to promote lasting career connections, and participate in our #LifeAtKoch Challenge. These are just a few key aspects of our internship program. Who You Are (Basic Qualifications)Enrolled in a college degree program or alternative program. (e.g., 4-year university, 2-year technical college program, certificate program, upskilling program, etc.) Eligible for full-time employment on or before Summer 2029. Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship after graduation.Strong organization, prioritization, and problem-solving capabilities.Experience with Microsoft 365 tools (Excel, PowerPoint, Teams, Word) and a willingness to learn new technologies and business processes quickly.What Will Put You AheadEligible for full-time employment on or before Summer 2028. Experience gathering, analyzing, and translating business requirements into actionable work items, user stories, or process improvements. Exposure to Agile ways of working, including sprint planning, backlog management, user stories, and cross-functional team collaboration.Experience leading or coordinating projects, including planning, risk identification, stakeholder communication, and status reporting.Familiarity with tools such as Azure DevOps, Microsoft Planner, Power BI, Power Platform, or other technology delivery and reporting platforms.Internship, co-op, capstone, or leadership experience demonstrating initiative, problem-solving, communication, and the ability to drive results through others.Familiarity with Principle Based Management concepts.At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.Hiring PhilosophyAll Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.Who We AreAs a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day – to make everyday products even better.At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.Our BenefitsOur goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.Equal OpportunitiesEqual Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).

Koch
Intern
Verified Sep 23, 2026Posted 25 days ago

Your JobThe Georgia-Pacific IT team is seeking business-savvy technical minded interns to join our team, this upcoming Summer 2027 in Atlanta, GA. This will be a 12-week onsite internship opportunity that runs from late May to mid-August 2027. Koch Industries has been consistently selected as one of the top 100 Internship Programs in the U.S by WayUp! Want to know what it’s like to intern at Koch? Click Here! What You Will DoAt Georgia-Pacific, we recognize that great people deliver great value. Within our Early Career programs, our focus is to recruit Contribution Motivated individuals who want to own their career development and deliver superior returns within our organization. Our Internship Program may consist of the below roles: Business Analyst InternAnalyze business processes and stakeholder needs to identify opportunities for improvement and value creation.Document requirements, workflows, and testing activities that support successful technology and process solutions.Collaborate across business and IT teams to ensure solutions align with customer needs and business objectives. Product Owner InternSupport the development and prioritization of product features that deliver value to customers and the business.Translate stakeholder feedback and business needs into user stories, requirements, and backlog items.Partner with cross-functional teams to support product planning, delivery, and continuous improvement efforts. Our interns work alongside our employees to solve real problems and offer insights that benefit society through improving our products and services. In addition to being a contributor on their team, interns at Koch Companies learn about our unique Principle-Based Management culture, enjoy a variety of networking events to promote lasting career connections, and participate in our #LifeAtKoch Challenge. These are just a few key aspects of our internship program. Who You Are (Basic Qualifications)Enrolled in a college degree program or alternative program. (e.g., 4-year university, 2-year technical college program, certificate program, upskilling program, etc.) Eligible for full-time employment on or before Summer 2029. Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship after graduation.Strong organization, prioritization, and problem-solving capabilities.Experience with Microsoft 365 tools (Excel, PowerPoint, Teams, Word) and a willingness to learn new technologies and business processes quickly.What Will Put You AheadEligible for full-time employment on or before Summer 2028. Experience gathering, analyzing, and translating business requirements into actionable work items, user stories, or process improvements. Exposure to Agile ways of working, including sprint planning, backlog management, user stories, and cross-functional team collaboration.Experience leading or coordinating projects, including planning, risk identification, stakeholder communication, and status reporting.Familiarity with tools such as Azure DevOps, Microsoft Planner, Power BI, Power Platform, or other technology delivery and reporting platforms.Internship, co-op, capstone, or leadership experience demonstrating initiative, problem-solving, communication, and the ability to drive results through others.Familiarity with Principle Based Management concepts.At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.Hiring PhilosophyAll Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.Who We AreAs a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day – to make everyday products even better.At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.Our BenefitsOur goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.Equal OpportunitiesEqual Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).

Koch
Intern
Verified Sep 21, 2026Posted last month

Your JobThe Georgia-Pacific IT team is seeking business-savvy technical minded interns to join our team, this upcoming Summer 2027 in Atlanta, GA. This will be a 12-week onsite internship opportunity that runs from late May to mid-August 2027. Koch Industries has been consistently selected as one of the top 100 Internship Programs in the U.S by WayUp! Want to know what it’s like to intern at Koch? Click Here! What You Will DoAt Georgia-Pacific, we recognize that great people deliver great value. Within our Early Career programs, our focus is to recruit Contribution Motivated individuals who want to own their career development and deliver superior returns within our organization. Our Internship Program may consist of the below roles: Business Analyst InternAnalyze business processes and stakeholder needs to identify opportunities for improvement and value creation.Document requirements, workflows, and testing activities that support successful technology and process solutions.Collaborate across business and IT teams to ensure solutions align with customer needs and business objectives. Product Owner InternSupport the development and prioritization of product features that deliver value to customers and the business.Translate stakeholder feedback and business needs into user stories, requirements, and backlog items.Partner with cross-functional teams to support product planning, delivery, and continuous improvement efforts. Our interns work alongside our employees to solve real problems and offer insights that benefit society through improving our products and services. In addition to being a contributor on their team, interns at Koch Companies learn about our unique Principle-Based Management culture, enjoy a variety of networking events to promote lasting career connections, and participate in our #LifeAtKoch Challenge. These are just a few key aspects of our internship program. Who You Are (Basic Qualifications)Enrolled in a college degree program or alternative program. (e.g., 4-year university, 2-year technical college program, certificate program, upskilling program, etc.) Eligible for full-time employment on or before Summer 2029. Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship after graduation.Strong organization, prioritization, and problem-solving capabilities.Experience with Microsoft 365 tools (Excel, PowerPoint, Teams, Word) and a willingness to learn new technologies and business processes quickly.What Will Put You AheadEligible for full-time employment on or before Summer 2028. Experience gathering, analyzing, and translating business requirements into actionable work items, user stories, or process improvements. Exposure to Agile ways of working, including sprint planning, backlog management, user stories, and cross-functional team collaboration.Experience leading or coordinating projects, including planning, risk identification, stakeholder communication, and status reporting.Familiarity with tools such as Azure DevOps, Microsoft Planner, Power BI, Power Platform, or other technology delivery and reporting platforms.Internship, co-op, capstone, or leadership experience demonstrating initiative, problem-solving, communication, and the ability to drive results through others.Familiarity with Principle Based Management concepts.At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.Hiring PhilosophyAll Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.Who We AreAs a Koch company and a leading manufacturer of bath tissue, paper towels, paper-based packaging, cellulose, specialty fibers, building products and much more, Georgia-Pacific works to meet evolving needs of customers worldwide with quality products. In addition to the products we make, we operate one of the largest recycling businesses. Our more than 30,000 employees in over 150 locations are empowered to innovate every day – to make everyday products even better.At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.Our BenefitsOur goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.Equal OpportunitiesEqual Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).

Koch
Intern
Verified Sep 21, 2026Posted last month