Senior Customer Success Manager

As a Senior Customer Success Manager on our AEC Mid-Market Team, you will own relationships with a book of business consisting of critical mid-market customers, driving adoption, retention, expansion, and customer success outcomes. You will serve as a strategic advisor to our clients, working to identify business needs, deliver value, and cultivate strong executive relationships. This role requires a proactive approach to understanding customer health, engaging in value-driven conversations, and identifying upsell opportunities. You will work cross-functionally to ensure customers achieve their business goals while contributing to Unanet’s growth objectives. 

 What You’ll Do

• Manage a portfolio of mid-market accounts to achieve and exceed renewal, retention, and expansion revenue targets 
• Proactively engage with your book of business, identifying opportunities for increased adoption and expansion well before the renewal cycle
• Develop and execute long-term strategic account plans (6-12 month horizons) to drive retention, customer growth, and value realization
• Employ a consultative approach to address customer needs and introduce innovative solutions through close collaboration with the Product team
• Understand the unique organizational landscape of each account and establish executive-level relationships to drive account growth
• Anticipate and communicate at-risk customer situations early on, and develop tailored retention strategies to mitigate churn risks
• Collaborate with internal teams, including Customer Solutions Engineers, Product, and Support, to ensure seamless resolution of customer escalations
• Conduct regular business reviews, reporting on the status of goals, upcoming initiatives, and opportunities for expansion
• Leverage data-driven insights to support strategic conversations and demonstrate the ongoing value of our platform
• Create customer advocates by ensuring they achieve their desired business outcomes  

Your First 90 Days 

First 30 Days: Immerse yourself in our Customer Success methodologies, product offerings, and internal processes. Build strong relationships with cross-functional stakeholders and begin engaging with the customers within your assigned book of business. Gain familiarity with Unanet’s customer health metrics, and complete the Customer Success onboarding program. 

Within 60 Days: Establish relationships within your book of business and understand key customer success metrics. Proactively assess customer health, identify initial expansion opportunities, and begin building strategic account plans. 

Within 90 Days: Confidently lead customer calls, facilitating value-based discussions and presenting actionable insights. Proactively manage at-risk customers, identify upsell opportunities, and ensure customers are progressing toward desired outcomes with strategic account plans in place. 

Who You Are 

• 5+ years of experience in Customer Success or Account Management in a B2B SaaS environment, preferably within a mid-market segment 
• Proven experience managing complex customer relationships, including C-level executives, to drive adoption, renewals, and expansion
• Proactive and strategic thinker, capable of identifying upsell opportunities and mitigating risks early in the customer lifecycle
• Excellent communication, negotiation, and presentation skills with a strong ability to influence and build rapport
• A self-starter who is comfortable working in a fast-paced and rapidly growing SaaS company with a focus on proactive problem-solving
• Ability to effectively collaborate cross-functionally, including with remote teams
• Proficient with Salesforce and other Customer Success platforms (e.g., ChurnZero, Gainsight)
• Bachelor’s degree preferred, but relevant experience will be considered in lieu of a degree 

 Differentiators  

• Experience in the Architecture, Engineering, and Construction (AEC) vertical, with an understanding of its unique challenges and opportunities 
• Strong organizational and strategic planning abilities, with a focus on upsell and expansion strategies 

 Our Values 

• We are a Team: Employees, customers, and partners working together. 
• We are Customer-Focused: Customers are the heart of everything we do.
• We are Driven: Seeking exceptional outcomes.
• We Own our Success: Every employee has a stake in our company.
• We do the right thing and have fun in the process. 

The salary range for this opportunity is $85,000 – $115,000 per year. You will be eligible for employee equity as well as discretionary bonus compensation, subject to plans that may be in effect from time to time. You will further be eligible to participate in Unanet's employee benefits plans and programs. For more details on Unanet's benefits offerings, please visit https://unanet.com/employee-benefits.