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
