Customer Success Manager

About the Role

Userpilot gives product teams a fully customizable experience layer that sits on top of their UI, enabling them to deliver contextual, personalized flows triggered by user behavior, journey stage, and segment. It's a technically versatile platform, and making it work for a high volume of customers efficiently is the challenge this role is built around.

You'll manage a large book of smaller accounts, working through a scaled, tech-touch model rather than high-touch 1:1 engagement. That means you'll rely heavily on data, automation, and programmatic outreach to drive retention outcomes - your leverage comes from well-designed playbooks and knowing when to intervene, not from calendar coverage. Our Implementation team handles installation, integrations, and initial setup; your job is to keep customers activated, engaged, and renewed at scale.

What You'll Own

• Gross retention across a high-volume book of business
• Executing and iterating on scaled engagement playbooks - onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy
• Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently
• Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted
• Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities
• Escalating product feedback and customer needs to internal teams in a structured, aggregated way
• Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base

What We're Looking For

• Required
  • 2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company
  • Experience managing a high-volume book. You know how to segment, triage, and prioritize across dozens or hundreds of accounts without losing signal on the ones that matter
  • Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach - not just 1:1 calls
  • Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct
  • Strong written communication - at scale, async, and written touchpoints do a lot of the work
  • Genuine comfort using AI tools in your workflow - for drafting outreach, synthesizing customer data, identifying risk patterns, and scaling your output. This isn't a nice-to-have; it's how this team operates
• Bonus
  • Experience with product analytics, user engagement, or in-app tooling platforms
  • Familiarity with APIs, JavaScript, or web fundamentals
  • UI/UX sensibility

Benefits

• Competitive base salary + performance-based bonus
• Private medical insurance
• Hybrid structure: 3 days in office, 2 remote
• 15 days PTO + public holidays + Winter Break (Dec 25 – Jan 1)
• 14 days sick leave
• Training budget, industry events, and conference access
• Clear path for career progression

EEO Statement

Userpilot is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. All qualified applicants will receive consideration for employment.

Visa/Work Authorization

Applicants must be legally authorized to work in the United States. We are not able to sponsor or take over sponsorship of an employment visa at this time.