Customer Success Manager, AI Products - MCP Manager

Usercentrics•New York, NY

23h•Hybrid

About The Position

Usercentrics is hiring a Customer Success Manager for MCP Manager, its governance and management platform for Model Context Protocol (MCP). The role owns the full post-sale relationship with customers, typically companies with 200 to 1,000+ employees and active AI initiatives. Customer stakeholders include VPs of AI, CTOs, IT operations leaders, and security teams. The position is based in New York, NY, with a hybrid schedule of 2–3 days per week in the office. Working within a small, fast-moving group that operates much like a startup, the Customer Success Manager partners with Account Executives and a Sales Engineer, and collaborates closely with product, engineering, design, and marketing. The role is responsible for onboarding, adoption, support, renewals, and expansion, while building the processes, health signals, and playbooks needed to scale customer success. Customer feedback and insights will also inform product development.

Requirements

At least 3 years of experience in customer success, account management, or a similar customer-facing role at a B2B SaaS company.
Experience owning renewals for a book of business and a track record of retaining customers and growing accounts.
Technical fluency, including the ability to explain how software products connect, lead a product walkthrough, and work through configuration questions with technical colleagues.
Clear written and verbal communication with audiences ranging from hands-on administrators to CTOs and security leaders.
Strong organization and the ability to manage many accounts, support requests, and internal projects without losing detail.
Use of AI assistants and agents in personal work, and curiosity about how companies are adopting them.
Comfort working in an early-stage, category-creation environment where the playbook is still being written.

Nice To Haves

Experience working with customers in security, developer tools, data infrastructure, or AI software, or hands-on familiarity with AI agents or Model Context Protocol (MCP).
Experience building customer health scoring, onboarding programs, or other customer success processes from scratch.

Responsibilities

Take over new customers after signing and guide them from the proof of concept and initial configuration toward broad rollout across their teams.
Turn success criteria agreed during the sales process into customer success plans tied to outcomes such as visibility, security, and cost control.
Run regular customer check-ins and business reviews to demonstrate delivered value and identify next steps.
Bring in the Sales Engineer when customers need deeper assistance with technical configuration or troubleshooting.
Respond to inbound support requests through chat and email within response-time targets.
Route technical issues to the Sales Engineer or engineering with clear context and reproduction steps, and keep customers informed until resolution.
Build and maintain customer health scores using product usage, engagement, and support history.
Identify at-risk accounts early and lead proactive outreach to reduce churn risk.
Own renewals for the customer book and forecast renewals accurately.
Identify expansion opportunities, such as additional teams, servers, or plan upgrades, and close them in partnership with Account Executives.
Process plan upgrades, downgrades, and cancellations in billing and CRM systems and maintain accurate customer records.
Capture and categorize customer feedback and work with the Product Manager to help product and engineering prioritize using customer data.
Follow up with customers when requested features ship or reported issues are fixed.
Build a customer advocacy program with marketing, including reviews, references, and case studies.
Document repeatable processes and playbooks to help customer success scale.

Benefits

401(k) plan contribution with employer match
Commuter allowance (transit stipend)
18 paid vacation days (PTO)
Health insurance
Personal development budget for every employee
Hybrid workplace
Online wellness sessions
Team events, including team buildings, happy hours, company breakfasts/lunches, in-person and virtual
Office refreshments, including snacks, fruit, coffee, and drinks
Flexible working hours
Possibility of workcations in accordance with company policy
Job-related language courses