Customer Success Manager

Usercentrics•New York, NY

13d•Hybrid

About The Position

Usercentrics is seeking a Customer Success Manager for Enterprise Accounts to manage a high-value portfolio of strategic customers across the US and Americas using the Usercentrics product suite. The role focuses on customer satisfaction, identifying growth opportunities, and driving long-term customer success. The Customer Success Manager serves as a trusted advisor, guides customers through best practices, coordinates across internal teams, and develops tailored success plans to maximize return on investment. The primary focus is growth and the customer journey in the Americas market. The position is hybrid and based in Midtown West, New York, with a minimum of two to three office days per week. The role includes occasional travel to customer sites and events and requires availability for US/Americas time zones.

Requirements

At least 3 years of experience in Customer Success or a related role.
Familiarity with US state privacy laws, PIPEDA, and LGPD.
Ability to develop and execute customer success plans for enterprise clients.
Strong communication skills and ability to build trust with senior stakeholders.
Analytical mindset and ability to identify challenges and propose solutions.
Ability to recognize and act on upsell and expansion opportunities.
Experience working cross-functionally with Product, Sales, and Support.
Ability to work US/Americas time zones.
Willingness to travel occasionally to customer sites and events.

Nice To Haves

Experience in SaaS, data privacy, or compliance technology.

Responsibilities

Serve as the primary point of contact for high-value premium and corporate customers in the US and Americas, building relationships with stakeholders in Privacy, Legal, Marketing/AdTech, Security, and IT.
Understand customers’ business goals, regional compliance needs, and success metrics, including needs related to CCPA/CPRA, other US state privacy laws, PIPEDA/Quebec Law 25, and LGPD.
Conduct regular business reviews to align customer objectives with platform capabilities.
Advocate for customers by communicating feedback to Product, Support, and Sales.
Provide personal onboarding support and implementation consultation, with support from Customer Engineering.
Develop and implement Customer Success Plans for enterprise accounts, including goals, milestones, and success metrics.
Monitor customer health, engagement, and risks, and take action to help prevent churn.
Guide customers through product adoption, best practices, and ongoing optimization.
Identify upsell, cross-sell, renewal, and expansion opportunities based on customer needs and business challenges.
Work with Product, Marketing, and Customer Engineering to position upgrades, add-ons, and expanded use cases.
Lead commercial discussions on renewals and expansion to ensure mutual benefit.
Obtain customer referrals, case studies, and testimonials.
Partner with Product, Support, Direct Sales, and Customer Engineering to deliver a seamless customer experience.
Represent the customer internally and influence product development and feature prioritization for the Americas market.
Collaborate with Marketing to share US and Americas customer success stories.
Stay current on evolving US state and Americas privacy regulations and standards such as the IAB Global Privacy Platform (GPP) and Global Privacy Control (GPC).
Stay up to date with product features and educate customers about CMP, new features, products, and add-ons.