Customer Success Manager, Unanet
Mid Market, GovCon
$113.8-133.9k
+ Equity and discretionary bonus compensation
ERP & CRM solutions for project-driven organizations
Open for applications
ERP & CRM solutions for project-driven organizations
201-500 employees
Open for applications
$113.8-133.9k
+ Equity and discretionary bonus compensation
201-500 employees
Company mission
To unlock productivity for project-based businesses.
Role
Who you are
- 5+ years of Sales and/or Customer Success experience in B2B Software
- 2+ years of experience growing and leading a team as a people manager
- Proven experience building and optimizing Mid-Market account strategies
- Proficiency with Salesforce.com and Customer Success technologies (e.g., ChurnZero)
- Demonstrable track record of driving adoption, renewals, and expansion
- Strong ability to develop long-lasting relationships with accounts and executive sponsors
- Willingness and ability to travel up to 30%
- Creative, self-starter who energizes others with passion, quality, and commitment
- Prior experience in the GovCon industry preferred
- Prior experience in a $100M+ SaaS company preferred
What the job involves
- As Manager, Customer Success, you will provide leadership and guidance to GovCon Mid-Market Customer Success Managers (CSMs) to drive improvements in NRR and GRR and build more referenceable customers
- This role is a high-impact member of our Customer Success leadership team and will provide strategic oversight and input on the direction of Customer Success as a practice within Unanet
- You will focus on building your team’s skillset while positioning our Customer Success Managers as strategic advisors and true partners in helping our customers achieve their goals
- The Mid-Market manager is the primary person responsible for quarterly bookings of both revenue and churn/reduction.
- What You’ll Do:
- Serve as a segment leader, developing engagement models, playbooks and strategic programs to ensure a first-in-class Customer Success organization for Mid-Market accounts
- Drive Unanet’s continued growth as a hands-on leader, managing accounts and identifying expansion opportunities
- Drive customer renewals and identify opportunities for upselling additional products or services to increase customer lifetime value
- Hire, certify, mentor and lead a team of Mid-Market Customer Success Managers, developing them into strategic advisors capable of driving greater value to our growing customer base
- Provide guidance and direction to your team on customer account management strategies, tools and approaches for upsell, adoption and retention
- Develop long-lasting relationships with executive sponsors; promote cross-functional collaboration to drive adoption, expansion and customer satisfaction
- Understand client business needs, participate in solution development
- Develop and execute strategic account plans to drive adoption, usage, and satisfaction among mid-market clients, with a focus on expanding our footprint within each account
- Act as the voice of the customer within the GovCon mid-market segment, providing feedback and insights to internal teams to drive product improvements and enhancements
- Proactively identify and address any risks or issues that may impact customer satisfaction or retention, working closely with cross-functional teams to resolve issues in a timely manner
- Track key metrics for team and individual performance, including individual GRR/NRR, usage metrics, customer satisfaction scores, retention rates, executive relationships, referenceable customers, and more as needed
- Prepare regular reports for senior management and use data to make informed decisions and communicate state of the team. This includes weekly review of upsell pipeline and churn and reduction forecasting
- In your first 30 days, you will get to know each member of your team and be immersed in our current processes and the GovCon product offerings. You will begin building cross-functional relationships across our business with key leaders. You will participate in our Unanet onboarding program, uLaunch, and become comfortable with demonstrating the value Unanet offers to its customers
- Within your first 60 days, you will perform gap analyses of our current programs and playbooks, determine areas of improvement and development, and begin to lay out the strategic plan and key initiatives for the Mid-Market GovCon team for the next 12 months. This includes strategies to drive NRR and GRR along with CSM development and training
- Within your first 90 days, you will have a firm understanding of our Customer Success strategy and vision and will partner with Customer Success leadership to bring that to life. You will provide guidance and mentorship to our team of Customer Success Managers and be able to fluently speak to Unanet’s value drivers. Your efforts will directly impact our continued success in 2024 and beyond
Our take
At present, infrastructure, architecture, and engineering industries are under pressure from economic uncertainty, rising costs, and supply chain disruptions. Companies like Unanet work with firms and government bodies within these markets by providing Enterprise Resource Planning and Customer Relationship Management software products that assist in onboarding, data analysis, automation, and many other efficiency-maximizing processes, thus helping to keep companies flexible and responsive in their rapidly changing industries.
With more than 1850 clients across the architecture, engineering, and construction sectors, Unanet has grown exponentially since its founding in 1998 and still benefits from the investment. This is because it’s becoming increasingly clear that companies in engineering, infrastructure, and architecture that focus on tech and digital to propel their operations have an edge over the competition.
More sought after than ever, Unanet is using its 2022 funding, only the second round in its lifetime, to speed up its product development and continue to grow the company.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Company benefits
- Work from anywhere
- Equity ownership
- Health & Wellbeing
- 401(k) + employer match
- Open PTO & paid parental leave
- Culture Committee
- Pet Insurance
- Home office stipend
- Professional development
Company HQ
Dulles, VA
Leadership
Fran Craig
(Board of Directors)Currently a Private Investor at Corsha, Lead Inclusively Inc, Capture2Proposal, TenantBase and SourceScrub.
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