Senior Customer Success Manager (Enterprise)

Job description

Userpilot gives product teams a fully customizable experience layer that sits on top of their UI, enabling them to deliver contextual, personalized experiences triggered by user behavior, journey stage, and segment. Our enterprise customers use Userpilot across complex products, teams, and business units, and they need a strategic partner who can connect the platform to measurable business outcomes. You’ll manage a focused portfolio of high-value enterprise accounts across North America. You’ll build trusted relationships with senior stakeholders, develop account strategies, lead value reviews, and coordinate cross-functional resources to drive adoption, retention, and long-term growth. Our Implementation team owns installation, integrations, and initial setup; you’ll take the lead after implementation, helping customers expand their use of Userpilot and demonstrate value across their organization. What You’ll Own Gross retention and long-term customer outcomes across a focused portfolio of strategic enterprise accounts Building multi-threaded relationships with executive sponsors, product leaders, operational stakeholders, and day-to-day champions Creating and executing strategic success plans tied to each customer’s goals, adoption milestones, measurable outcomes, and renewal priorities Leading executive business reviews and value conversations that translate product usage into business impact Monitoring product adoption, stakeholder engagement, health signals, and commercial risk to identify issues early and coordinate the right response Guiding customers through complex change, including broader rollout, new use cases, organizational shifts, and multi-team adoption Owning renewal readiness and retention strategy in partnership with Sales. You lead the customer plan and risk mitigation; AEs own expansion and commercial negotiation Identifying expansion signals and partnering with AEs to build a coordinated account strategy Acting as the voice of the customer with Product, Support, Implementation, and leadership, bringing structured insight rather than isolated requests Helping raise the standard of enterprise Customer Success by mentoring peers and contributing to playbooks, processes, and team enablement What We’re Looking For Required 5+ years in Customer Success, Strategic Account Management, or a similar post-sales role at a B2B SaaS company, including meaningful experience with enterprise customers A track record of retaining and growing complex, high-value accounts with multiple stakeholders, long decision cycles, and demanding business requirements Executive presence and strong commercial judgment. You can earn credibility with senior leaders, navigate difficult conversations, and keep discussions focused on outcomes Strong discovery and account-planning skills, with the ability to uncover customer goals, organizational dynamics, risk, and expansion potential Experience leading executive business reviews, success planning, renewal preparation, and value realization programs Comfort with technical and product-led conversations. You do not need to be an engineer, but you can discuss implementation, data, integrations, and product workflows with confidence Data-driven by default: you use product adoption, health indicators, CRM data, and customer context to prioritize action and tell a clear value story Excellent written and verbal communication, including the ability to coordinate complex work across customers and internal teams Genuine comfort using AI tools to synthesize account context, identify patterns, prepare customer communication, and improve the quality and speed of your work Bonus Experience with product analytics, user engagement, digital adoption, or in-app experience platforms Experience supporting global customers, multi-product environments, or enterprise-wide rollouts Familiarity with APIs, JavaScript, data integrations, or web fundamentals Fluency in additional European languages Experience mentoring CSMs or contributing to team-level programs and operating rhythms Benefits Competitive base salary + performance-based bonus Private medical insurance Hybrid structure: 3 days in office, 2 remote 15 days PTO + public holidays 14 days sick leave Training budget, industry events, and conference access EEO Statement Userpilot 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 characteristic protected by applicable law. All qualified applicants will receive consideration for employment. Visa/Work Authorization Applicants must be legally authorized to work in the United States. We are not able to sponsor or take over sponsorship of an employment visa at this time.