Senior Customer Value Manager

Userlane • Boston, MA

5d

About The Position

Userlane is a software adoption platform that shows enterprises whether their software and AI investments are actually working. Our team works with some of the biggest names in regulated industries, helping them get real value from technology and giving their employees the right support inside software applications they use every day. Based in Munich, growing internationally.

The role
We are looking for someone who knows how to make customers successful in complex, regulated environments. Healthcare and life sciences are our strongest focus in the US, and our customer base reaches beyond them into other regulated industries.

You own a portfolio of US accounts end to end. You set them up for success, deliver value, and keep them. You are also the technical and value expert alongside Sales on new deals and expansions, from solution design through proof of concept to implementation and ongoing operation.

Requirements

• A hands-on delivery track record in enterprise software. You have deployed and operated a solution, not only managed the relationship. This is the core skill, and we will screen hard for it.
• Five or more years in customer success, solutions consulting, or account management with large organizations.
• Experience in solutions capacity: solution design, technical demonstrations, and proof of concepts.
• Scale-up fit. You are highly self-sufficient, own a market end to end, set your own priorities, and ask for help when you need it.
• Comfort working with a European headquarters and a distributed team across time zones.
• Strong analytical skills. You read usage data and turn it into something a budget owner can act on.
• Excellent project management, communication, and presentation skills, including with senior executives.

Nice To Haves

• Experience delivering with or through implementation or delivery partners.
• Regulated industry fluency and credibility with both business and IT buyers. Healthcare weighs heaviest: the EHR landscape and integrated delivery network (IDN) structures. Depth in pharma, financial services, or manufacturing counts alongside it.
• A credible path to building and leading a small post-sales team.
• Experience speaking at healthcare or life sciences industry events.

Responsibilities

• Your portfolio of US accounts end to end: onboarding, adoption, value delivery, retention, and expansion.
• Setting clients up for success and steering them to value. You agree with each client what success looks like, then deliver it.
• Quantified proof of what Userlane delivered, in the customer's terms: time saved on the job, training burden reduced, tickets deflected, go-lives de-risked. A customer who gets outcomes but cannot show the evidence internally is a renewal risk.
• The technical and value seat alongside Sales on new deals and expansions: solution design, proof of concepts, technical evaluations, security and compliance reviews, and requests for proposal.
• Hands-on delivery in US accounts: configuration, deployment, adoption measurement, and the work that follows go-live.
• Renewals and expansion: renewal strategy, commercial positioning, risk and opportunity reviews, and an accurate forecast.

Benefits

• Shape a market. You shape how post-sales works in the US market, not just how one account is served.
• Team and culture: A high-performance culture with great leadership and a fun, engaged, motivated and diverse team with people from over 20 countries.
• Two-week deployment versus months for alternatives. Decisions turn into outcomes fast.
• We win on expertise and outcomes, not procurement exercises and feature comparisons.
• Real ownership at a pre-exit scale-up: meaningful equity and the chance to build the US post-sales motion.
• Growth: We take you and your development seriously. Weekly 1:1s, a personalized skills assessment and development plan, on-the-job coaching, and budget for events and training.
• Benefits: Flexible benefits related to savings and security, health and well-being, and lifestyle and leisure.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed