About the Role:
As our VP, Customer Success you are responsible for the ongoing success and health of our accounts nationwide. Unite Us has a broad customer base across health systems, payors and government agencies - each bringing a unique perspective to our growing networks. You and your team will create and drive the strategies for customer engagement, implementation, upsells, and retention. This is a tremendous opportunity to help shape, enable, and upskill our Customer Success Team. You will collaborate cross-functionally to ensure alignment with customer objectives and advocate for a customer-centric mindset across the organization. With your leadership, vision, and standards Unite Us will continuously exceed customer expectations.
What You’ll Do:
- Lead the team with ultimate accountability for ensuring each customer in the Unite Us portfolio has a high rate of customer satisfaction, sees the ROI for their participation and receives best in class service
- Establish team goals - monitor and communicate team results, progress, and roadblocks to leadership; understand when to creatively problem solve and when to escalate the need for additional resources
- Develop and regularly report on customer success KPIs that will measure implementation, product adoption, user engagement, impact of clinical metrics, and client satisfaction
- Oversee the customer lifecycle to proactively drive adoption and ensure ongoing client satisfaction, and retention
- Identify trends to uncover opportunities for new business and/or upselling
- Closely monitor the trending health of each Unite Us account. Serve as a point of escalation for at-risk accounts and coordinate resources to bring those accounts back to good health
- Prioritize and funnel customer feedback internally for incorporation into processes and cross-functionally to the Product Management team to optimize the user experience
- Advocate for customer experience by identifying opportunities to enhance our product and service features
- Manage a team of 4 AVPs with indirect oversight of 100+ relationship managers
- Hire, train, and coach the team so there is a consistent gold standard for the experience they give our customers
You’re a good fit for this role if you have:
- 10+ years of experience in leading a metric-driven Customer Success or Account Management Team with a commitment to leadership development
- Proven track record as a trusted advisor to clients with nationwide enterprise clients
- Natural leadership and networking abilities - you are a people person
- Successful examples of improved processes, enablement and adoption
- Passion and ability to thrive in a variable and demanding startup environment - you are solutions oriented and highly adaptable
- Demonstrated initiative, problem-solving skills, solid judgment, and accustomed to acting with a sense of urgency
- Persuasive communicator who can present and influence effectively at all levels
- A passion for our mission - experience within healthcare and SaaS preferred
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 only
- The target pay range for this role is: $225k-$235k (+additional bonus and incentive based pay). 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.
- This position may require 10% travel
- All team members will be required to pass a background check which includes criminal, employment, and education verification
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
