Customer Success Manager

Position Summary
The Customer Success Manager (CSM) for the Senior Living vertical is responsible for protecting recurring revenue, strengthening customer relationships, and guiding customers through the transition from legacy platforms to Uniguest’s Community Hub. This role is being hired as part of the initial build-out of the Customer Success function within Uniguest. In Phase 1, this role is focused on, Renewal management and risk mitigation, Direct customer engagement across a portfolio of accounts and Facilitating product roadmap discussions and migration planning.

In this position, you will serve as the primary point of contact for assigned customers, acting as both a trusted advisor and internal advocate, ensuring customer needs are represented while aligning customers to the future direction of the Community Hub platform. This role is ideal for someone who excels at managing customer relationships, protecting revenue, and guiding customers through change. The CSM will play a critical role in stabilizing the existing customer base while positioning customers for the future Community Hub platform, serving as both a customer advocate and a bridge to Uniguest’s next-generation offering. As the Customer Success function continues to evolve, the scope of this role is expected to expand over time to include broader lifecycle engagement, including proactive adoption and value realization, aligning with the future-state vision for Customer Success at Uniguest.

This position is remote and based within the United States. 

Primary Responsibilities

Renewal Management & Revenue Protection

• Own a portfolio of customer renewals within a rolling 90-day window
• Maintain clear visibility into renewal status, risk, and next steps
• Lead renewal conversations and ensure timely contract completion
• Identify and mitigate churn or downsell risk

Customer Engagement & Advocacy

• Serve as the primary point of contact for assigned accounts
• Establish and maintain a regular cadence of customer calls (monthly or quarterly depending on account tier)
• Build relationships with key stakeholders across senior living organizations
• Act as the voice of the customer internally, advocating for: Product enhancements and Prioritization of support-related issues impacting the customer experience
• Identify and discuss gaps in product usage, helping customers understand where they may not be fully leveraging current capabilities
• Ensure customer feedback and needs are clearly communicated to Product and Support teams

Product Roadmap Facilitation

• Facilitate structured customer discussions around product roadmap direction and future platform capabilities
• Help customers understand how their needs align with the evolving product strategy

Migration Planning & Customer Transition

• Guide customers in identifying their pathway from legacy products to Community Hub
• Partner with customers to define Timing, Readiness, and Key considerations for transition
• Coordinate with Professional Services and Sales to align customers to the appropriate migration path and timing.
• Document migration plans and customer intent
• Ensure alignment between customer goals and platform evolution 

Stakeholder Alignment (Parent-Level Focus)

• Engage with corporate stakeholders across senior living organizations
• Align on Renewal intent, Product direction and Migration planning
• Manage communication at both the corporate and community level where appropriate

Cross-Functional Coordination

• Partner with Sales on expansion and migration opportunities
• Collaborate with Product and Support teams to: Represent customer needs and advocate for resolution of issues and Surface trends, feature gaps, and migration blockers

Forecasting & Reporting

• Maintain accurate renewal forecasts and risk visibility
• Track migration readiness and customer progression toward Community Hub
• Ensure all account activity and status updates are reflected in CRM systems

Experience & Skills

• Experience in Senior Living technology
• Experience managing customer portfolios and driving renewals
• Experience managing customer activity, renewals, and forecasting within CRM platforms such as Salesforce.
• Strong facilitation skills with the ability to lead structured customer conversations
• Ability to translate product direction into customer-relevant value
• Familiarity with SaaS platforms and digital engagement solutions
• Experience working with multi-location or parent-child account structures
• Experience supporting product transitions or migrations

Required Qualifications

• 5+ years in Customer Success or Account Management roles OR equivalent hands-on experience within the Senior Living industry.
• Excellent communication and stakeholder management skills
• Strong organizational and prioritization abilities
• Ability to travel up to 20%

What We Offer 

• Competitive employee benefits package*
• Medical, Dental and Vision Insurance Plan options.
• Pet Insurance Plan. 
• 401k Plan with Employer Match.
• Paid Time Off Programs including vacation, sick leave, volunteer time off and parental leave. 
• Employee Assistance Program (EAP).
• Employee Referral Bonus Program.
• Career development and potential for advancement opportunities.
• Performance bonuses.
• Employee Recognition Rewards Program.

*Benefits package will depend on your position, location, and other eligibility requirements.

The base salary compensation range for this role is $65,000 to $75,000 annually. This role is eligible for variable compensation, which may include commission and/or an annual bonus based on individual performance and sales targets. Final compensation for this role will be determined by various factors such as a candidate’s relevant work experience, skills, certifications, and geographic location.

About Uniguest 
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more – all designed to deliver a consistent and safe experience to our clients’ customers.

Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.