Senior Customer Success Manager, Unanet

• 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
• 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%

Desirable

• 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
• 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