Senior Customer Success Mgr

Senior Customer Success Manager

Uniti is a leading fiber provider dedicated to delivering mission-critical connectivity across the United States. We are committed to exceptional customer service, operational excellence, and superior network capabilities.

About the Role

The Senior Customer Success Manager will be responsible for building and nurturing strong customer relationships, driving product adoption, and ensuring customers realize the full value of their investment in Uniti's solutions. You will proactively engage with customers to provide updates, facilitate training, identify expansion opportunities, and orchestrate issue resolution. A key aspect of this role involves migrating customers to advanced access methods and increasing the uptake of SD-WAN and UCaaS solutions by understanding and addressing unique customer technical requirements.

Key Responsibilities

• Partner closely with Sales Executives to co-develop customer plans and prioritize opportunities.
• Proactively engage with key accounts, developing compelling solution use cases.
• Execute customer check-in schedules to ensure solutions remain top-of-mind.
• Collaborate with Sales Executives on strategy and vision for key customers.
• Develop a deep understanding of customer needs and challenges, demonstrating how Uniti's products add value.
• Nurture and support customers through regular, proactive engagement.
• Conduct regular check-ins to build trust, introduce new products and features, address issues, and achieve high customer satisfaction.
• Articulate compelling product opportunities based on real-time knowledge of the customer's technical environment.
• Partner with Sales to ensure effective positioning of opportunities that drive tangible business value for the customer.
• Collaborate with Elite Care and Service Delivery teams to prioritize and resolve customer issues.
• Address the root cause of problems to continuously improve the customer experience.
• Monitor customer health indicators and build personal relationships with customer stakeholders to preempt potential issues.
• Partner with Access Operations teams to prioritize advanced access conversions.
• Build logical product progression strategies to ensure high rates of migration to advanced access and uptake of strategic products.
• Increase customer awareness of conversion benefits and facilitate the migration process.
• Provide product training to customer users and address issues that limit user adoption.
• Deliver on core Customer Success business KPIs, including feature adoption, product usage, time to first value, customer health scores, and customer lifetime value.
• Translate customer knowledge into opportunities to deepen and expand customer relationships.

Requirements

• Proven customer relationship management skills with a solution-focused approach.
• Experience in expanding adoption within enterprise customer accounts.
• Understanding of value drivers in recurring revenue business models.
• Familiarity with SD-WAN and UCaaS product suites and roadmaps.
• Data and technology orientation.
• Technical ability to engage in customer discussions.
• Strong cross-disciplinary collaboration skills.
• Bachelor’s degree and 8+ years of professional experience.
• 4-6 years of customer relationship management experience.
• Experience in the technology or telecom sectors.
• Track record of cross-disciplinary team collaboration, influencing, and effective stakeholder management.
• Ability to build compelling product cases.
• Ability to effectively resolve complexity and overcome roadblocks to achieve tangible outcomes.

What We Offer

• Medical, Dental, and Vision Insurance Plans
• 401K Plan
• Health & Flexible Savings Account
• Life and AD&D, Spousal Life, and Child Life Insurance Plans
• Educational Assistance Plan

Uniti is an equal opportunity employer. We celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, genetic information, protected veteran status, current military status, disability, sexual orientation, marital status, creed, citizenship status, or any other status protected by law.

Note: Actual base pay will depend on the candidate's primary work location and other factors, such as relevant skills and experience.