Customer Success Manager

The Company Unlimited Systems authors the category‑leading Unlimited Financials practice management system focused on the unique revenue cycle requirements of specialty healthcare providers. Unlimited Systems customers enjoy streamlined business office workflows, reduced claim denial rates, and accelerated and amplified revenue streams. Unlimited Systems is committed to ensuring that specialty healthcare providers thrive in a dynamic reimbursement environment. Unlimited Systems is a portfolio company of Francisco Partners, a leading technology investment firm with deep sector focus and a track record of delivering outstanding returns. Through private equity and credit funds, they provide flexible capital and partnership to growth‑aspiring technology companies. The Challenge Unlimited Financials, our best‑in‑class revenue cycle management (RCM) platform, is emerging as a top competitor in the specialty healthcare space. Our software allows for a highly customizable product experience, enabling providers to optimize the front‑office and back‑office interface to enjoy a wholly bespoke experience. While our clients enjoy a high‑touch customer journey, from implementation through contract renewal, our Customer Success Manager (CSM) is critical to ensuring that such a personalized product experience flows as smoothly as possible. Our CSM oversees effective adoption of the software and works tirelessly to ensure our customers and their businesses meet success at every step. The CSM is the ultimate advocate for the customer experience. They champion successful outcomes, help our providers get the most value from our platform, and translate their client’s feedback back to our product development team. The Position A full‑time, hybrid role reporting to our Manager of Customer Success, our CSM will work frequently from our headquarters in Cincinnati, Ohio. Residency in the state of Ohio is preferred. Accountable for Product Adoption Developing success plans aligned to customer goals Driving feature adoption to maximize time‑to‑value Relationship Management Building relationships across stakeholder levels (champions, executives, end users) Conducting regular business reviews (EBRs/QBRs) Retention & Renewal Monitoring health scores and proactively flagging churn risk Resolving escalations and turning detractors into promoters Growth & Expansion Identifying upsell and cross‑sell opportunities Collaborating with Sales/Strategic Account Management on expansion plays Advocating for customer needs internally to influence the product roadmap Advocacy & Voice of the Customer Surfacing customer feedback to Product, Marketing, and Support teams Cultivating reference customers, case studies, and testimonials Facilitating community participation and peer connections Data & Reporting Tracking usage metrics, engagement, and health indicators Maintaining accurate CRM records Reporting on portfolio health to Customer Experience leadership The Person This position will offer you the chance to grow and mature processes that have a direct impact on the company’s bottom line. The success of our customers is of utmost importance to the Unlimited brand, and you’ll enjoy direct influence over that reputation. In this position you will be asked to: Operate with flexibility and accountability, despite ambiguity Demonstrate strong communication and quality relationship management Be a self‑starter and self‑organizer, aligning your schedule with your customers Be a strategic thinker, building success plans with long‑term partnerships in mind Be proactive, not reactive Demonstrate a generous, collaborative attitude Demonstrate an optimistic, but realistic mindset Pursue industry and customer trends, to influence best‑in‑class customer success Pursue subject matter expertise in Unlimited Financials, obtaining certification in proven product knowledge Qualifications 3‑5 years of experience working in account management, implementation, or consulting Experience in revenue cycle management, is a bonus Disclaimer Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, Unlimited Systems will make every effort to provide reasonable accommodation to enable employees with disabilities to perform the position’s essential job duties. As markets change and the organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, Unlimited Systems retains the right to change or assign other duties to this position. EEO Statement Unlimited Systems is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce. Unlimited Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Unlimited Systems complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Unlimited Systems is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law. #J-18808-Ljbffr