Senior Customer Success Manager, Unite Us
$90-100k
More information about location
Software to address the social determinants of health
Open for applications
Software to address the social determinants of health
501-1000 employees
Open for applications
$90-100k
More information about location
501-1000 employees
Company mission
Unite Us' mission is to redefine the way health is delivered across communities.
Role
Who you are
- 5+ years of professional work experience suggested
- 3-5 years of customer success, account management or directly related work experience preferred
- Experience creating and sustaining strategic partnerships
- Experience with renewals and retention opportunities
- Experience analyzing data to pull out insights, tell a story, and drive action
What the job involves
- The Senior Customer Success Manager (SCSM) is an individual contributor who will ensure customers and community-based organizations achieve their business objectives with Unite Us
- This role spans from strategic thinking to tactical execution, with relationship-building at its core and a specific focus on building buy-in with local stakeholders
- The SCSM will lead through influence with external and internal partners, diagnosing and solving complex problems while serving as a mentor and thought partner to other Customer and Community Success team members
- Manage, 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
Application process
- All team members will be required to pass a background check which includes criminal, employment, and education verification
Our take
Unite Us is a technology company building a coordinated care network of health and social service providers in the US. Providers across sectors can send and receive electronic referrals, track every person's total health journey, and report on tangible outcomes across a range of services. This social care infrastructure helps communities transform their ability to work together and measure impact at scale.
Unite Us' software improves coordination, tracks outcomes, and helps standardize data sharing between payers, providers, government services, and social services. It works with healthcare organizations across the country including Kaiser Permanente, CyncHealth and the state of North Carolina, for example.
Recent acquisitions made by Unite Us, such as Staple Health, Carrot Health and NowPow will enable the company to continue to reduce inequities at structural, community, and institutional levels, and improve access to healthcare for US communities through the use of its operational software.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-4% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$0.3m
GRANT
Nov 2021
$185m
LATE VC
Total funding: $380.6m
Company benefits
- Paid parental Leave
- 401k match
- Flexible vacation time
- Work from home opportunities
- Medical, Dental, and Vision coverage
- Commuter benefits
Company HQ
Tribeca, New York, NY
Leadership
Dan Brillman
(CEO)BA in Political Science at Yale. Previous Investment Analyst at Buck Consultants and Scout Ventures. Former Air Force Reserve Pilot. Co-founded Unite US in 2013.
Taylor Justice
(President)Previous Infantry officer in the US Army and Sales Engineer at JDSU for 4 years. Co-founded and was a Partner of HigherEchelon, a service-disabled veteran-owned consulting firm.
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