Customer Success Manager, Digital

Unite Us is dedicated to unlocking the potential of every community, and they are seeking a Customer Success Manager (Digital) to manage and retain a large portfolio of customers. The role involves leveraging digital tools to enhance customer satisfaction, driving platform adoption, and collaborating cross-functionally to improve the customer experience.

Responsibilities:

• Manage a high-volume, tech-touch book of business using a “one-to-many” approach
• Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
• Segment your book of business and develop strategic plans that deliver customer value at scale
• Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value
• Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas
• Leverage Salesforce to create innovative workflows that automate key account engagement activities
• Understand the Product to teach customers how to use it & recommendations for additional products & services
• Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
• Be innovative & think outside the box when it comes to developing new models that drive user adoption
• Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
• Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
• Lead discussions around forecasting and pipeline status with internal stakeholders

Requirements:

• 3+ years of professional work experience
• Experience managing revenue and an ability to learn new technologies
• Experience in process development and resource creation/ management
• Analytical ability to leverage data to drive creative decisions and recommendations
• 2-4 years of customer success or related work experience