Customer Success Manager

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    "datePosted": "2026-05-12",
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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">About the Role</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You'll manage a large book of smaller EMEA 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.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">What You'll Own</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Gross retention across a high-volume EMEA book of business</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Executing and iterating on scaled engagement playbooks - onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Escalating product feedback and customer needs to internal teams in a structured, aggregated way</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">What We're Looking For</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Required</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach - not just 1:1 calls</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Strong written communication - at scale, async, and written touchpoints do a lot of the work</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Bonus</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Experience with product analytics, user engagement, or in-app tooling platforms</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Fluency in additional European languages - given the breadth of the EMEA book, this is a meaningful advantage</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Familiarity with APIs, JavaScript, or web fundamentals</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">UI/UX sensibility</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Benefits</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Competitive base salary + performance-based bonus</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Private medical insurance</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Hybrid structure: 3 days in office, 2 remote</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">20 days annual leave + public holidays + Winter Break (Dec 25 – Jan 1)</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">14 days sick leave</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Training budget, industry events, and conference access</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Clear path for career progression</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Right to Work</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Candidates must have the right to work in Ireland. We are not in a position to offer visa sponsorship for this role.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Equal Opportunities Statement</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">Userpilot is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of gender, civil status, family status, age, disability, race, religion, sexual orientation, or membership of the Traveller community, in accordance with the Employment Equality Acts 1998–2015.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">D</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">ata Privacy Notice</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">By applying for this role, your personal data will be processed by Userpilot for the purposes of recruitment and candidate evaluation. We will retain your information for no longer than is necessary for this purpose.</span></p>",
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