Customer Success Manager

Userpilot

Customer Success Manager at Userpilot managing high-volume B2B SaaS customer accounts. Focus on retention outcomes using data, automation, and engagement playbooks.

Posted 5/14/2026full-timeAustin • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $66,000 - $75,000 per yearWebsite

About the role

Key responsibilities & impact

Gross retention across a high-volume book of business
Executing and iterating on scaled engagement playbooks - onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy
Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently
Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted
Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities
Escalating product feedback and customer needs to internal teams in a structured, aggregated way
Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base

Requirements

What you’ll need

2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company
Experience managing a high-volume book. You know how to segment, triage, and prioritize across dozens or hundreds of accounts without losing signal on the ones that matter
Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach - not just 1:1 calls
Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct
Strong written communication - at scale, async, and written touchpoints do a lot of the work
Genuine comfort using AI tools in your workflow - for drafting outreach, synthesizing customer data, identifying risk patterns, and scaling your output. This isn't a nice-to-have; it's how this team operates.

Benefits

Comp & perks

Competitive base salary + performance-based bonus
Private medical insurance
Hybrid structure: 3 days in office, 2 remote
15 days PTO + public holidays + Winter Break (Dec 25 – Jan 1)
14 days sick leave
Training budget, industry events, and conference access
Clear path for career progression

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementdata analysisCRM data managementautomated outreachhealth scoresusage trendssegmentationtriageprioritization

Soft Skills

strong written communicationinterpersonal skillsorganizational skillsdata-driven decision makingcollaborationproblem-solvingadaptabilitycustomer-centric mindsetscaling outputfeedback aggregation