Senior Customer Success Manager (AEC)

Unanet is seeking a Senior Customer Success Manager to serve as a strategic advisor to mid-market customers in the AEC industry. The role focuses on driving product adoption, retention, renewals, expansion, and measurable customer outcomes while managing executive relationships and collaborating cross-functionally.

Responsibilities:

• Own a portfolio of mid-market accounts, driving adoption, renewals, expansion, and customer health
• Develop trusted relationships with executive sponsors and key stakeholders, positioning yourself as a strategic partner throughout the customer lifecycle
• Create and execute account success plans aligned to customer business objectives, ensuring customers achieve measurable outcomes and long-term value
• Proactively identify customer risks and opportunities using health metrics, product usage, and business insights; execute retention and growth strategies accordingly
• Partner with Sales to support renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals
• Conduct executive business reviews that demonstrate business value, communicate product roadmap updates, and align on future priorities
• Work cross-functionally with Product, Support, Professional Services, Customer Solutions Engineering, Finance, and other teams to advocate for customer needs and ensure successful outcomes
• Act as the voice of the customer by sharing trends, feedback, and enhancement opportunities that influence our products and customer experience
• Create customer advocates by building strong relationships and delivering consistently positive customer experiences
• In your first 30 days, you'll immerse yourself in Unanet's products, customers, and Customer Success practice while completing our onboarding program. You'll build relationships across the organization, gain an understanding of our engagement model, and become familiar with your assigned portfolio of customers
• Within your first 60 days, you'll establish relationships with your customer base, develop a strong understanding of customer health metrics, and begin leading customer engagements with confidence. You'll become comfortable identifying risks and opportunities while partnering internally to deliver value
• Within your first 90 days, you'll independently manage your portfolio, lead executive business reviews, develop strategic account plans, and confidently guide customer conversations around adoption, business value, renewals, and expansion. By this point, you'll be viewed as a trusted advisor by both customers and internal stakeholders

Requirements:

• 5+ years of Customer Success, Account Management, or consultative customer-facing experience within B2B SaaS
• Demonstrated success driving customer adoption, retention, renewals, and expansion across a portfolio of strategic accounts
• Prior experience supporting customers within the Architecture, Engineering, and Construction (AEC) industry
• Proven ability to build credibility and lasting relationships with executive stakeholders, including C-level leaders
• Strong consultative, relationship management, negotiation, and executive presentation skills
• Experience developing strategic account plans and using customer health data to proactively manage risk and identify growth opportunities
• Excellent organizational, analytical, and problem-solving skills with the ability to manage multiple priorities effectively
• Comfortable collaborating across Sales, Product, Professional Services, Support, Finance, and Marketing in a fast-paced, cross-functional environment
• Ability and curiosity to quickly learn complex software solutions and the industries we serve
• Bachelor's degree
• Experience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) software
• Experience using Customer Success platforms (e.g., ChurnZero, Gainsight, Salesforce)
• Experience conducting Executive Business Reviews (EBRs) and partnering on strategic account planning
• Experience working within a digital-first or scaled Customer Success model