Senior Customer Success Manager

As a Senior Customer Success Manager (Mid-Market), you will manage a portfolio of mid-sized customers, driving product adoption, retention, and growth. You'll serve as a trusted advisor—helping customers achieve measurable outcomes, optimize their use of the Unanet platform, and identify opportunities for value expansion.

The ideal candidate is a proactive relationship builder with strong communication and consultative skills, capable of guiding customers through change and ensuring long-term success.

What You'll Do

• Manage a portfolio of mid-market customers, building trusted relationships with key stakeholders and decision makers.
• Ensure customer satisfaction, retention, and growth by delivering ongoing value and outcomes aligned with customer goals.
• Lead regular customer check-ins, success reviews, and business discussions to assess adoption, identify risks, and surface expansion opportunities.
• Understand each customer's business model, processes, and goals to recommend best practices and product use cases that drive ROI.
• Partner cross-functionally with Sales, Support, Product, and Services teams to advocate for customer needs and deliver a seamless experience.
• Monitor customer health, proactively address issues, and develop success plans to ensure value realization and renewal.
• Drive adoption through training, enablement, and sharing of relevant product updates and features.
• Track account activities and maintain accurate records in Salesforce and Customer Success platforms.
• Collaborate with Account Executives and leadership to identify and pursue growth opportunities within your customer base.
• Provide exceptional service, timely responses, and follow-ups to build customer confidence and trust.
  
  

Your First 90 Days

First 30 Days: Learn Unanet's products, Customer Success framework, and internal processes. Build relationships with internal teams and begin onboarding into your customer portfolio.

Within 60 Days: Engage directly with your customers, understand their goals, evaluate their adoption, and identify quick wins and early risks.

Within 90 Days: Confidently lead customer conversations, present insights and recommendations, and develop success plans to support retention and growth across your accounts.

Who You Are

• 5 years of experience in Customer Success or Account Management within a B2B SaaS environment.
• Proven track record managing a portfolio of mid-market accounts to drive adoption, retention, and expansion.
• Strong organizational and time management skills, able to manage multiple priorities across a diverse customer base.
• Experience engaging with customer stakeholders at various levels, including project leads, managers, directors, and C-Suite.
• Comfortable using Salesforce and Customer Success tools (e.g., ChurnZero, Gainsight).
• Collaborative team player with a proactive, customer-first mindset.
• Bachelor's degree preferred, or equivalent experience.
• Ability to travel up to 20–25%.
  
  

Differentiators

• Excellent communication, relationship-building, and problem-solving skills
• Strong organizational and time management skills, able to manage multiple priorities across a diverse customer base
• Bachelor's degree preferred, or equivalent experience
  
  

Our Values

• We are a Team: Employees, customers, and partners working together.
• We are Customer-Focused: Customers are the heart of everything we do.
• We are Driven: Seeking exceptional outcomes.
• We Own our Success: Every employee has a stake in our company.
• We do the right thing and have fun in the process.
  
  

Unanet is proud to be an Equal Opportunity Employer. Applicants will be considered for positions without regard to race, religion, sex, national origin, age, disability, veteran status or any other consideration made unlawful by applicable federal, state or local laws.

The salary range for this opportunity is $95,500 - $110,000 per year. You will be eligible for discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet's employee benefits plans and programs. For more details on Unanet's benefits offerings, please visit https://unanet.com/employee-benefits.