Senior Customer Value Manager

Userlane • Boston, MA

3d • Remote

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. Userlane combines Application Intelligence and Contextual Assistance for regulated industries. Application Intelligence shows where software creates cost and friction across the estate. Contextual Assistance helps people get work done in the moment, without training burden. We work with healthcare organizations across the US and Europe, helping clinical and operational teams work confidently in complex systems like EHRs and other core clinical and business applications. This role owns a portfolio of US accounts end to end, in complex, regulated environments where healthcare and life sciences are our strongest focus. You set clients 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. The work is hands-on. You configure, deploy, and measure adoption yourself, not only manage the relationship. That's what makes this role different from a typical customer success seat, and it's also the part candidates tend to find most energizing: you get to build the proof, not just report on it.

Requirements

• A hands-on delivery track record in enterprise software: you've deployed and operated a solution yourself, not only managed the relationship around 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: highly self-sufficient, comfortable owning a market end to end, setting your own priorities, and asking 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

• Owns a portfolio of US accounts end to end: onboarding, adoption, value delivery, retention, and expansion.
• Sets clients up for success and steers them to value, agreeing what success looks like with each client, then delivering it.
• Provides 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.
• Acts in 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.
• Performs hands-on delivery in US accounts: configuration, deployment, adoption measurement, and the work that follows go-live.
• Manages renewals and expansion: renewal strategy, commercial positioning, risk and opportunity reviews, and an accurate forecast.

Benefits

• High earning potential: a competitive US-market base salary plus uncapped commission, and equity in Userlane as a pre-exit scale-up.
• European-style time off on a US salary band: more vacation days than is typical for US sales roles, paired with US-market compensation.
• Benefits covering savings and security, health, well-being and lifestyle.
• Ownership of a new market rather than a fixed territory, with the option to grow into a team lead role.
• A product that deploys in about two weeks, compared to months for some alternatives.
• Weekly 1:1s, a personal skills assessment and development plan, on-the-job coaching, and a budget for events and training.

What This Job Offers

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