Senior Customer Success Manager – Enterprise

• 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

• 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

Demonstrates expertise in managing high-value enterprise accounts, driving customer adoption and retention strategies, and leading complex change initiatives. Proficient in leveraging data-driven insights and strong communication skills to enhance customer success and collaboration across teams.

• Customer Success Management
• Strategic Account Management
• Executive Business Reviews
• Data-Driven Decision Making
• Account Planning

• B2B SaaS Experience
• Account Strategy Development
• Product Adoption Monitoring
• Risk Mitigation
• Value Realization Programs

• Executive Presence
• Strong Commercial Judgment
• Excellent Communication

• Enterprise Accounts
• Stakeholder Engagement
• Customer Retention
• Cross-Functional Coordination
• Change Management

• AI Tools
• CRM Data Analysis