• Manage a portfolio of customer accounts, owning adoption outcomes and customer health across each one • Build and maintain relationships with key stakeholders including site leadership, schedulers, and program leads • Drive platform adoption by working with end users to integrate WellHive into their daily workflows • Monitor account health, identify risks early, and lead intervention efforts when issues arise • Partner with internal teams to address customer needs and surface insights from the field • Communicate progress and trajectory to customers and internal stakeholders through structured reporting • Serve as a platform expert for customers, helping them get the most value from WellHive

Role Description The Uniti Solutions Customer Success Manager is responsible for establishing and building customer relationships and promoting customer adoption of our products & solutions. The Customer Success Manager ensures customers are satisfied with their services and are realizing the value of their investment in Uniti. The role proactively engages customers to provide product and feature updates, helps customers increase usage of product features, facilitates product training, and identifies opportunities to deepen and expand customer relationships based on real-time insights into customer needs. The Customer Success Manager also orchestrates issue resolution on behalf of the customer and is often the primary point of contact working with other teams behind the scenes to deliver on the customer promise. The Customer Success Manager will play a key role in migrating customers to advanced access methods and driving increased uptake of SDWan and UCaaS through a solution-focused mindset based on a deep understanding of a customer's unique technical requirements and needs. What You'll Do - Partner closely with Uniti Solutions Sales Executives within their shared geographic region. - Co-develop customer plans and prioritize opportunities with the Sales and Customer Success team. - Proactively engage Elite and Uniti Solutions accounts and develop compelling solution use cases. - Execute customer check-in schedules to ensure the right solutions are top of mind. - Collaborate with Sales Executives on defining the strategy and vision for key customers. - Build a deep understanding of customer needs and challenges and how Uniti's products can add value. - Nurture and support customers through regular proactive engagement. - Conduct regular customer check-ins to build trust, introduce products and features, and achieve high customer satisfaction. - Articulate compelling product opportunities based on real-time knowledge of the customer technical environment. - Partner closely with Sales to ensure the Sales Executive is appropriately positioning opportunities. - Prioritize issues with Elite Care and Service Delivery. - Address the root cause of problems to improve the customer experience. - Monitor customer health indicators and build personal relationships with customer stakeholders. - Partner with Access Ops teams to prioritize advanced access conversions. - Build logical product progression perspectives to ensure high rates of migration to advanced access. - Increase customer awareness of the benefits of conversions and facilitate the customer journey. - Provide product training to customer users and address issues that limit user numbers. - Deliver on core Customer Success business KPIs. - Drive high feature adoption and product usage. - Deliver against time to first value targets. - Drive high customer health scores. - Maximize customer lifetime value and deepen customer relationships. Qualifications - Customer relationship skills and a solution focus. - Experience in expanding adoption at enterprise customers. - Understanding of value drivers in recurring revenue business models. - Understanding of the SD WAN and UCaaS product suites and roadmap. - Data and technology orientation. - Technical ability to speak to customers. - Cross-disciplinary collaboration skills. Requirements - Bachelor’s degree and 8+ years professional level experience. - 4-6 years 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. Benefits - Medical, Dental, Vision Insurance Plans. - 401K Plan. - Health & Flexible Savings Account. - Life and AD&D, Spousal Life, Child Life Insurance Plans. - Educational Assistance Plan.

• Own the full client lifecycle for dealership accounts end-to-end • Lead client communication cadence: Monthly check-ins, Weekly touchpoints, Performance reports, Quarterly business reviews • Proactively monitor client performance using internal dashboards and AI tools • Define, track, and optimize KPIs and performance benchmarks • Manage escalation frameworks (Green / Amber / Red / Critical) • Oversee key operational levers: Payroll cycles, Pay reviews, Leave approvals, Ad-hoc client requests • Identify workflow gaps and redesign SOPs based on data insights • Ensure continuous improvement across client experience • Oversee onboarding for all new placements • Lead client integration meetings (KPIs, task design, success criteria) • Manage 90-day onboarding lifecycle and transition to active status • Identify trends and improve onboarding processes and SOPs • Build and scale the Client Success team (CSMs, Onboarding Lead) • Train and mentor team members • Standardize processes and maintain consistency in client delivery • Help design department structure and operating rhythm • Work closely with internal tools to monitor performance, diagnose issues, and improve workflows • Contribute to the evolution of AI-driven client success tooling

• Identify and execute upsell and cross-sell opportunities • Work direction with Key Account Managers and Program Managers to support account growth initiatives • Deliver onboarding and product training for new customers • Monitor KPIs and provide proactive recommendations to ensure success • Lead onboarding and implementation of new innovation platforms for your customers • Manage project timelines, deliverables, and budgets while coordinating with all stakeholders • Provide frontline technical support and communicate software issues to the development team • Collect customer feedback and share actionable insights with the product team to improve usability and features • Provide strategic advice on optimizing innovation processes using Collaboration.Ai methodologies and tools • Analyze customer needs and recommend tailored approaches to drive engagement and impact • Translate customer goals into actionable use cases and measurable success criteria • Support customers in aligning their innovation strategies with digital transformation objectives • Identifying improvement potential of internal processes and coordinating the implementation • Partner with sales, product, and program management teams to deliver a seamless customer experience • Work in coordination with Program Managers to support major contractual deliverables, milestones, features and functionality of our products for our customers • Support new team members through knowledge sharing and mentorship • Work closely with external partners and government stakeholders to ensure alignment and communication.