Customer Success Manager

Userpilot•Austin, TX

5d•Hybrid

About The Position

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. 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.

Requirements

2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company
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
Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach - not just 1:1 calls
Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct
Strong written communication - at scale, async, and written touchpoints do a lot of the work
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

Nice To Haves

Experience with product analytics, user engagement, or in-app tooling platforms
Familiarity with APIs, JavaScript, or web fundamentals
UI/UX sensibility

Responsibilities

Gross retention across a high-volume book of business
Executing and iterating on scaled engagement playbooks - onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy
Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently
Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted
Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities
Escalating product feedback and customer needs to internal teams in a structured, aggregated way
Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base