Customer Success Manager, AI Products - MCP Manager
About The Position
Usercentrics is hiring a Customer Success Manager for MCP Manager, its governance and management platform for Model Context Protocol (MCP), which connects AI agents to business systems. The role owns the full post-sale customer relationship, including onboarding, adoption, support, renewals, and expansion. Customers are typically companies with 200 to 1,000+ employees and active AI initiatives; key contacts include VPs of AI, CTOs, IT operations leaders, and security teams. Working closely with Account Executives, a Sales Engineer, and product, engineering, design, and marketing teams, the Customer Success Manager will help customers achieve measurable value from governing their AI agent connections. The position is part of a small, fast-moving group operating much like a startup within Usercentrics. The successful candidate will help establish customer success processes, health signals, and playbooks, and will bring customer insights directly into 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, with a track record of retaining customers and growing accounts.
- Technical fluency, including the ability to explain how software products connect, lead product walkthroughs, 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 multiple accounts, support requests, and internal projects without losing detail.
- Experience using AI assistants and agents in one's own work and curiosity about how companies are adopting them.
- Comfort working in an early-stage, category-creation environment where processes and playbooks are still being developed.
Nice To Haves
- Experience serving customers in security, developer tools, data infrastructure, or AI software.
- 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 ownership of new customers after signing and guide them from initial configuration and proof of concept to broader team rollout.
- Turn sales-stage success criteria into customer-specific plans connected to outcomes such as visibility, security, and cost control.
- Run regular customer check-ins and business reviews to demonstrate value and identify next steps.
- Bring in the Sales Engineer when customers need deeper technical configuration or troubleshooting support.
- Respond to inbound chat and email support requests within response-time targets.
- Route technical issues to the Sales Engineer or engineering with clear context and reproduction steps, and keep customers informed through resolution.
- Build and maintain customer health scores using product usage, engagement, and support history.
- Identify at-risk accounts and lead proactive outreach to prevent churn.
- Own renewals for a book of customers 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.
- Capture and categorize customer feedback and work with the Product Manager to help product and engineering prioritize it.
- 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 customer success processes and playbooks.
Benefits
- 401(k) plan contribution with employer match
- Commuter allowance (transit stipend)
- 18 paid vacation days (PTO)
- Health insurance
- Personal development budget
- Hybrid workplace
- Online wellness sessions
- Team events, including team buildings, happy hours, company breakfasts and lunches, and in-person and virtual events
- Office refreshments, including snacks, fruit, coffee, and drinks
- Flexible working hours
- Possibility of workcations in accordance with company policy
- Job-related language courses
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
