Senior Customer Success Manager – AEC

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a strategic advisor to a portfolio of mid-market clients

• Manage a portfolio of mid-market accounts, focusing on adoption, renewals, expansion, and overall customer health

• Cultivate trusted relationships with executive sponsors and key stakeholders throughout the customer journey

• Design and implement account success plans that align with customer business objectives

• Proactively identify risks and opportunities for customers utilizing health metrics, product usage, and business insights

• Implement retention and growth strategies

• Collaborate with Sales on renewal and expansion opportunities, contributing to Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals

• Conduct executive business reviews to showcase business value, share product roadmap updates, and align future priorities

• Work cross-functionally with teams such as Product, Support, Professional Services, Customer Solutions Engineering, Finance, and others

• Advocate for customer needs while sharing trends, feedback, and opportunities for enhancement

• Foster customer advocacy through strong relationships and consistently positive experiences

• Complete onboarding and gain familiarity with Unanet's products, customers, and Customer Success practices within the first 30 days

• Establish customer relationships and begin leading engagements within the initial 60 days

• Independently manage the portfolio, lead executive business reviews, develop strategic account plans, and guide adoption, business value, renewals, and expansion discussions within the first 90 days

⛳️ Requirements

• 5+ years of experience in Customer Success, Account Management, or consultative customer-facing roles within B2B SaaS

• Proven track record of driving customer adoption, retention, renewals, and expansion across a portfolio of strategic accounts

• Previous experience supporting clients in the Architecture, Engineering, and Construction (AEC) sector

• Established ability to build credibility and maintain relationships with executive stakeholders, including C-level leaders

• Strong skills in consultative relationship management, negotiation, and executive presentation

• Experience in developing strategic account plans and leveraging customer health data to proactively manage risks and identify growth opportunities

• Exceptional organizational, analytical, and problem-solving abilities with a proven capacity to handle multiple priorities effectively

• Comfortable working collaboratively across Sales, Product, Professional Services, Support, Finance, and Marketing in a dynamic, cross-functional setting

• Eagerness and capability to quickly learn complex software solutions and the industries served

• Bachelor's degree

• Preferred: Experience with Enterprise Resource Planning (ERP) and/or Customer Relationship Management (CRM) software

• Preferred: Familiarity with Customer Success platforms (e.g., ChurnZero, Gainsight, Salesforce)

• Preferred: Experience in conducting Executive Business Reviews (EBRs) and collaborating on strategic account planning

• Preferred: Experience in a digital-first or scaled Customer Success model

🏝️ Benefits

• Employee equity

• Discretionary bonus compensation

• Eligibility to participate in Unanet's employee benefits plans and programs