Customer Success Manager

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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 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><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 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><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<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Required</span>\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</li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-style: italic\">Bonus</span>\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\">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</li>\n</ul>\n<p><br><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\">15 days PTO + 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><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">EEO Statement</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Visa/Work Authorization</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">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.</span></p>",
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