Senior Customer Success Executive

Title: Customer Success Executive Location: United States

Job Title: Customer Success Executive

Department: Customer Success

About the Role:

As a Customer Success Executive, you'll own retention and growth for a portfolio of complex, high-value accounts. You'll independently initiate and own relationships across an organization — including most executive stakeholders — and lead value-based account strategy and execution, proactively aligning stakeholders on forward plans that drive measurable impact and expansion. Operating with high autonomy, you'll design solutions for complex use cases, translate customer needs into actionable product feedback, and solve ambiguous, cross-functional problems that span systems and workflows. You'll own value realization strategy aligned to customer financial and strategic priorities, lead retention strategy for complex accounts, and drive expansion through renewals — positioning Unite Us as a strategic partner.

What You'll Do:

Own Account Strategy, Relationships & Retention

• Own value-based account strategy and execution, proactively aligning stakeholders on forward plans and optimization opportunities that drive significant account impact and/or expansion.
• Own relationships across the customer's organization, including most executive stakeholders; independently initiate and deepen executive connections.
• Lead retention strategy for complex accounts, aligning executive stakeholders and driving mitigation of at-risk accounts.
• Own renewals and drive expansion aligned to customer outcomes; position Unite Us as a strategic partner to unlock growth.

Design Solutions & Drive Value Realization

• Design solutions for complex use cases, translating customer needs into actionable product feedback; influence stakeholders to commit to workflows and policies that drive sustained adoption.
• Own value realization strategy aligned to customer strategic and financial priorities.
• Synthesize platform and outcomes data into outcome-driven narratives; deliver QBRs/EBRs and executive readouts that connect investment to results.

Solve Cross-Functional Problems & Champion Voice of Customer

• Solve ambiguous, cross-functional problems impacting customer systems and workflows; drive aligned solutions across teams and stakeholders with minimal escalation.
• Drive alignment across multiple internal teams (Product, Community, Operations, Marketing, Support) to achieve account strategy and deliver on success plans without formal people management.
• Advocate for customer needs internally; drive action based on customer insights across teams along the customer journey.

Lead & Mentor

• Lead team initiatives and contribute to best practices and playbooks.
• Mentor junior team members and support onboarding.

You’re a great fit for this role if:

• 5-7 years of professional work experience suggested
• 5+ years of customer success, account management, or directly related work experience preferred
• Demonstrated experience in managing a book of business and complex, high-value accounts
• Experience creating and sustaining large, complex  strategic partnerships
• Demonstrated success with renewals and retention opportunities

Our Mission:

Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.

Environmental Job Requirements and Working Conditions:

• This position is remote, U.S. based. Candidates must live in Florida to be considered. 
• This position may require 30% travel
• The target base pay range for this role is: $110,000-$140,000. This role is eligible for variable compensation. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
• All team members will be required to pass a background check which includes criminal, employment, and education verification

Benefits provided by Unite Us:

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 14 paid, company-wide holidays.
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, immediate vesting and financial wellness resources

Additional Benefits

Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents

Disability Coverage

Accident Insurance

Pet Insurance

As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.

#LI-Remote