Senior Customer Success Manager – Enterprise

Userpilot

Manage high-value enterprise accounts at Userpilot, fostering relationships and driving success in customer engagement. Lead strategic initiatives and ensure customer satisfaction and retention.

Posted 7/2/2026full-timeAustin • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Manage a focused portfolio of high-value enterprise accounts across North America
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
Take the lead after implementation, helping customers expand their use of Userpilot and demonstrate value across their organization
Monitor product adoption, stakeholder engagement, health signals, and commercial risk to identify issues early and coordinate the right response
Guide customers through complex change, including broader rollout, new use cases, organizational shifts, and multi-team adoption
Own renewal readiness and retention strategy in partnership with Sales. You lead the customer plan and risk mitigation; AEs own expansion and commercial negotiation
Act as the voice of the customer with Product, Support, Implementation, and leadership, bringing structured insight rather than isolated requests
Help raise the standard of enterprise Customer Success by mentoring peers and contributing to playbooks, processes, and team enablement

Requirements

What you’ll need

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

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
14 days sick leave
Training budget, industry events, and conference access

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaS ExperienceAccount Strategy DevelopmentProduct Adoption MonitoringRisk MitigationValue Realization Programs

Soft Skills

Executive PresenceStrong Commercial JudgmentExcellent Communication