Senior Customer Success Manager, Unite Us
$95-110k
More information about location
Software to address the social determinants of health
Be an early applicant
Software to address the social determinants of health
201-500 employees
Be an early applicant
$95-110k
More information about location
201-500 employees
Company mission
To redefine the way health is delivered across communities.
Role
Who you are
- 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
What the job involves
- 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
- 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
- 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
- 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
- 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
- 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
- Serve as a trusted resource and thought partner for peers
- Share best practices, insights, and learnings that strengthen team performance
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 are allowing 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
Company
Funding (last 2 of 7 rounds)
Sep 2022
$0.3m
GRANT
Nov 2021
$185m
LATE VC
Total funding: $380.6m
Company benefits
- 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 16 paid, company-wide holidays.
- Caregiver Resources: We provide help finding elder care as well as childhood daycare programs.
- 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 and immediate vesting.
- Financial Planning: Receive access to a digital financial planning experience.
- Company-Sponsored Life and AD&D
- Short-Term Disability
- Accident Insurance
- Supplemental Life & AD&D
- Pet Insurance
Company HQ
Tribeca, New York, NY
Leadership
Taylor Justice
(Co-Founder & CEO)Taylor previously co-founded HigherEchelon where they served as a Partner for nearly 6 years. Prior to that, they were a Sales Engineer at JDSU and an Account Executive at CCS Medical. They also spent some time in the US Army as an Infantry Officer.
Apollinaire Amondji
(CFO)Apollinaire joined Unite Us in 2022 as a VP of Financial Planning & Analysis, they then moved into the role of Senior VP of Finance later that same year before becoming the CFO in 2023. Prior to Unite Us, they spent 10 years at Oracle and 14 years at Bull.
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