Userpilot

Senior Customer Success Manager (Enterprise)

Austin, Texas · Senior

No sponsorshipDetected 10 days ago

JavaScriptCRMSalesAccount ManagementNegotiationCustomer SuccessLeadershipCommunicationMentoring

About the role

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.

Userpilot gives product teams a fully customizable experience layer that sits on top of their UI, enabling them to deliver contextual, personalized experiences triggered by user behavior, journey stage, and segment.
Our enterprise customers use Userpilot across complex products, teams, and business units, and they need a strategic partner who can connect the platform to measurable business outcomes.
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
Building multi-threaded relationships with executive sponsors, product leaders, operational stakeholders, and day-to-day champions
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

A track record of retaining and growing complex, high-value accounts with multiple stakeholders, long decision cycles, and demanding business requirements
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
Experience with product analytics, user engagement, digital adoption, or in-app experience platforms
Familiarity with APIs, JavaScript, data integrations, or web fundamentals
Experience mentoring CSMs or contributing to team-level programs and operating rhythms
Applicants must be legally authorized to work in the United States.

Competitive base salary + performance-based bonus
Private medical insurance
15 days PTO + public holidays
14 days sick leave
Monitoring product adoption, stakeholder engagement, health signals, and commercial risk to identify issues early and coordinate the right response

We are not able to sponsor or take over sponsorship of an employment visa at this time.
Guiding customers through complex change, including broader rollout, new use cases, organizational shifts, and multi-team adoption

This listing is sourced directly from Userpilot's careers page and normalized into a canonical job model.