Senior Customer Success Manager

Job Title: Senior Customer Success Manager - Missouri Department: Customer Success About the Role : 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. What You'll Do : Own Strategic Customer Relationships & Account Strategy 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. Drive Adoption, Value & Customer Outcomes 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. Own Account Health, Retention & Growth Proactively identify and mitigate account and renewal risk