Enterprise Customer Success Manager – AEC

🔥 7 minutes ago

🇺🇸 United States – Remote

💵 $116.5k - $141.8k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Unanet

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

🏗️ Construction

📦 Logistics

💰 Private Equity Round on 2022-12

Consulting • Construction • Logistics

Unanet is a provider of ERP and CRM solutions specifically designed for project-driven companies in sectors such as government contracting, architecture, engineering, and construction. Their comprehensive platform unifies projects, people, and financials and is intended to boost efficiency, drive growth, and enable smarter decision-making for their clients. Unanet focuses on delivering real-time insights, resource optimization, and maintaining compliance across industries, empowering teams to work smarter. Their platform is trusted by over 4000 institutions and aims to replace disparate systems with a connected, streamlined interface.

📋 Description

• Own the relationship with a book of Unanet's most strategic customers • Drive adoption, retention, expansion, and net revenue retention within the assigned book of business • Manage strategic and complex accounts and build relationships with decision-makers and key stakeholders • Achieve upsell and expansion revenue targets using consultative selling techniques • Maintain a thorough understanding of customer status, satisfaction, business condition, projections, requirements, personnel and leadership changes, system configuration, and partner relationships • Investigate account organizational landscapes and build relationships that expand Unanet's footprint and drive revenue • Lead strategic program development, including project plan development and internal and external progress communication • Manage client expectations and assess platform adoption across client project teams • Identify new revenue opportunities and increase engagement for new and existing clients • Provide best practices, coaching, and training to help customers maximize value from Unanet • Leverage domain and product knowledge to drive adoption and expansion opportunities • Forecast and communicate at-risk customers and define retention strategies • Prioritize customer requests and coordinate cross-functional commitments using subject matter experts • Provide customer updates and follow-ups on outstanding issues, requests, and escalations • Coordinate regular account reviews, present customer goals, issues, and roadmap requests, and produce value reports • Document and drive customer success plans and create customer advocates • Develop creative solutions for complex customer requirements • Mentor newer team members and promote a customer-centric attitude • Handle complex requests and nuanced situations with professionalism, quick execution, and urgency • Complete Customer Success onboarding in the first 30 days; establish account relationships and identify expansion opportunities within 60 days; lead value-based customer calls, manage at-risk customers, and implement strategic account plans within 90 days

🎯 Requirements

• 8+ years of experience in Customer Success or Account Management in a B2B SaaS environment • 5+ years of experience managing enterprise or strategic accounts • Proven experience managing complex customer relationships, including C-level executives, to drive adoption, renewals, and expansion • Experience working with executives internally and externally; comfortable facilitating meetings and strategy sessions with multiple departments and stakeholders • Proactive and strategic thinker capable of identifying upsell opportunities and mitigating risks early in the customer lifecycle • Excellent communication, negotiation, and presentation skills • Ability to collaborate cross-functionally, including with remote teams • Proficient with Salesforce and other Customer Success platforms such as ChurnZero and Gainsight • Strong organizational and strategic planning abilities, focused on upsell and expansion strategies • Ability to travel 25–30% • Bachelor's degree preferred, but relevant experience will be considered in lieu of a degree • Experience in the Architecture, Engineering & Construction (AEC) vertical, with an understanding of its unique challenges and opportunities • Prior experience with ERP and/or CRM solutions

🏖️ Benefits

• Eligible to earn commissions subject to commission plans and policies • Eligible for employee equity • Eligible to participate in Unanet's employee benefits plans and programs