Senior Customer Success Manager (Enterprise)

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.

Youll manage a focused portfolio of high-value enterprise accounts across North America. Youll 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; youll take the lead after implementation helping customers expand their use of Userpilot and demonstrate value across their organization.

What Youll 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 customers 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 Were Looking For

• 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.

Required Experience:

Senior IC