Enterprise Customer Success Manager – AEC

Unanet

. Own the relationship with a book of Unanet's most strategic customers .

Posted 10/7/2026full-timeRemote • United StatesSeniorLead💰 $116,450 - $141,750 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing complex customer relationships and driving adoption and expansion within a B2B SaaS environment. Proficient in strategic planning, upsell strategies, and leveraging customer success platforms to enhance client engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementB2B SaaS ExperienceSalesforce ProficiencyStrategic Planning

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Relationship ManagementConsultative Selling TechniquesProject Plan DevelopmentRevenue ForecastingComplex Problem Solving

Soft Skills

Excellent CommunicationNegotiation SkillsCross-Functional CollaborationProactive ThinkingMentoring

Tools & Technologies

SalesforceChurnZeroGainsightERP SolutionsCRM Solutions

Industry Keywords

ArchitectureEngineeringConstructionB2BCustomer Success

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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