Director, Customer Success

Title: Director, Customer Success 

Department: Customer Success 

About the Role: 

A Director, Customer Success, is a committed leader, strategic thinker, and industry expert with a knack for building trust and buy-in with deep knowledge and experience in the social services and healthcare space.  As Director, Customer Success, you are accountable for the revenue retention, contract performance, strategic planning, and overall success of our customers. You will lead a unit within the Customer Success team, working cross-functionally with other internal teams to achieve client business objectives with Unite Us.  You and your team will own a book of business, playing a crucial role in developing and leading the Unite Us strategies for customer and network engagement, implementation, and retention of the customers. You will be the leader in providing extraordinary service, meeting and exceeding customer and community partner expectations. You are responsible for maintaining a healthy account portfolio, meeting or exceeding specific growth and retention KPI’s.

What You'll Do:

• Lead CS team strategy for customer delivery and satisfaction including cultivating a network that reflects your customers’ needs
• Lead, coach, and develop a diverse team of Customer Success Managers in strategy development and long-term delivery of value based on unique customer needs and goals 
• Establish team goals with CS leadership, monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate needs
• Closely monitor the trending health of Unite Us customers and networks in your portfolio​. ​Serve as a point of escalation for risks and coordinate resources to course correct health of customer and community engagement
• Work closely with the Sales leadership to identify trends and uncover opportunities for new business and/or upselling 
• Manage, grow, and retain a significant and complex book of business with ultimate accountability for ensuring each customer in your portfolio has a high rate of customer satisfaction, engagement, and optimal mix of product, services, and network responsiveness to realize impact and ROI for their specific goals
• Develop and regularly report on customer success KPIs that will measure product adoption, user engagement, impact, and customer satisfaction
• Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction and retention
• Have an executive presence and the ability to navigate complex stakeholder relationships
• Conduct high-level state and regional strategy discussions with key accounts (i.e. government, payors, large health systems, etc.)
• Drive strategy and execution of the development and growth of the coordinated network based on the needs of Unite Us customers
• Partner cross functionally to ensure successful onboarding of clinical and community organizations into the networks.
• Have deep knowledge of client budget and procurement cycles to reduce the risk of churn and drive retention
• Build and maintain strong, long-lasting relationships with government entities, healthcare partners, nonprofits, and other partners as necessary
• Run Quarterly Business Reviews for all accounts in your book of business

You’re a great fit for this role if:

• 8+ years of professional work experience suggested
• 6+ years of customer success, account management or directly related work experience preferred
• 2+ year of people management strongly recommended
• Demonstrated experience in managing a book of business and high-value strategic accounts
• Experience creating business strategies and proposing implementation methods
• Providers/Health Systems: 3+ years experience working in or with related entities

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. 
• The target pay range for this role is: $135,000-$150,000.  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

Choose to join any of our ERGs, which celebrate and support a diverse and inclusive workplace. 

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.

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at peopleops@uniteus.com to request an accommodation.

#LI-Remote