Customer Success Manager

Location

Hybrid - Midtown West, New York (minimum of 2-3 days a week from the office)
(The office is less than a 10-minute walk from Port Authority and under 5 minutes from Penn Station and Herald Square.)

Usercentrics is seeking a Customer Success Manager (CSM) for Enterprise Accounts, you will manage a high-value portfolio of strategic customers across the US and Americas using the Usercentrics product suite. You will ensure customer satisfaction, identify growth opportunities, and drive long-term success. You will act as a trusted advisor, guiding customers through best practices, coordinating across internal teams, and developing customized success plans to maximize their ROI. Your main focus is driving growth and the customer journey in the Americas market.

Your Tasks

Strategic Customer Success & Relationship Management

• Serve as the primary point of contact for high-value premium/corporate customers in the US and Americas, building strong relationships with key stakeholders (Privacy, Legal, Marketing/AdTech, Security, IT).
• Develop a deep understanding of each customer's business goals, regional compliance needs (e.g., CCPA/CPRA and other US state laws, PIPEDA/Quebec Law 25, LGPD), and success metrics.
• Conduct regular business reviews to align customer objectives with platform capabilities.
• Act as a customer advocate, communicating feedback to Product, Support, and Sales.

Customer Success Planning & Execution

• Provide personal onboarding support and implementation consultation (with Customer Engineer support).
• Develop and implement Customer Success Plans (CSPs) for each enterprise account, outlining goals, milestones, and success metrics.
• Proactively monitor customer health, engagement, and risks, acting to prevent churn.
• Guide customers through product adoption, best practices, and ongoing optimization.

Upsell & Expansion Strategy

• Identify upsell, cross-sell, and renewal opportunities based on customer needs and business challenges.
• Work with Product, Marketing, and CE teams to position upgrades, add-ons, and expanded use cases.
• Lead commercial discussions on renewals and expansion, ensuring mutual benefit.
• Obtain customer referrals, case studies, and testimonials.

Internal Coordination & Cross-Functional Collaboration

• Partner with Product, Support, Direct Sales, and Customer Engineering to deliver a seamless customer experience.
• Act as the customer's voice internally, influencing product development and feature prioritization for the Americas market.
• Collaborate with Marketing to share US and Americas customer success stories.

Industry Expertise & Thought Leadership

• Stay current on evolving US state and Americas privacy regulations, and on standards such as the IAB Global Privacy Platform (GPP) and Global Privacy Control (GPC).
• Stay up to date with product features.
• Educate customers on CMP, including new features, products, and add-ons.

Requirements

• 3+ years in Customer Success or a related role, preferably in SaaS, data privacy, or compliance technology, with familiarity with US state privacy laws, PIPEDA, and LGPD.
• Ability to develop and execute customer success plans for enterprise clients.
• Strong communication skills and the ability to build trust with senior stakeholders.
• Analytical mindset to identify challenges and propose solutions.
• Ability to recognize and act on upsell and expansion opportunities.
• Experience working cross-functionally with Product, Sales, and Support.
• Able to work US/Americas time zones; occasional travel to customer sites and events.

Benefits

BENEFITS INCLUDE

• 401K plan contribution
• Vacation days
• Health insurance
• Hybrid workplace
• Online yoga sessions
• Events - Team Buildings, happy hours, parties/get togethers, occasional company covered breakfasts/lunches, in/across offices, online/in person etc.
• Gifts - We celebrate life & work milestones at UC (work anniversaries, new bom babies and similar)
• Snacks, fruits, coffee and drinks in the office

The annual base salary range for this position is outlined below. Compensation within this range is determined based on a variety of factors, including geographic location, role-specific skills, relevant experience, and internal equity.

At Usercentrics, we are committed to transparent and equitable compensation practices.

Base Salary: $85,000 - $100,000

OTE: $100,000 - $125,000

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.