5+ years in Customer Success or Strategic Account Management at a B2B SaaS company
Proven track record of retaining and growing complex enterprise accounts
Strong executive presence and ability to manage senior-level conversations
Skilled in discovery and account planning to identify risks and opportunities
Experience leading success planning and renewal strategies
Comfortable discussing technical aspects of products and integrations
Data-driven mindset with ability to leverage customer insights for value storytelling
Excellent communication skills for coordinating with internal teams and customers
Responsibilities
Manage gross retention and long-term outcomes for strategic enterprise accounts
Build relationships with executive sponsors and key stakeholders
Create and execute tailored success plans aligned with customer goals
Lead executive business reviews to demonstrate business impact of product usage
Monitor adoption and health signals to preemptively address risks
Guide customers through complex changes and broader rollouts
Collaborate with Sales on renewal strategies and account expansion
Act as the voice of the customer to inform product and support teams
Mentor peers and contribute to improving team processes
Benefits
Competitive base salary with performance-based bonuses
Private medical insurance
Hybrid work structure: 3 days in office and 2 remote
15 days PTO in addition to public holidays
14 days of sick leave
Access to training budget and industry events
Full Job Description
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
