End-to-End Customer Success Architect, Healthcare

ane; Boston (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

Userlane in Boston is seeking a hands-on Customer Success professional to own a portfolio of US accounts end to end in regulated environments, with healthcare and life sciences as our strongest focus. You set clients up for success, deliver value, and keep them, while acting as the technical and value expert alongside Sales on new deals and expansions.

The work is hands-on: you configure, deploy, and measure adoption yourself, not only manage the relationship.

Qualifications

• Hands-on delivery track record with enterprise software.
• Five+ years in customer success, solutions consulting, or account management.
• Experience in solution design, demos, and proof of concepts.
• Comfort working with a European HQ and distributed teams across time zones.
• Strong data analytics and the ability to translate usage into action.
• Excellent project management and executive communication skills.
• Practical use of AI and automation to accelerate adoption analysis.

Responsibilities

• Own a portfolio of US accounts end to end: onboarding, adoption, value delivery, retention, expansion.
• Set client success definitions and deliver measurable value aligning with budgets.
• Provide quantified proofs of value in customer terms: time saved, reduced training burden, fewer tickets.
• Serve as technical and value advisor alongside Sales on new deals and expansions: designs, proofs of concept, security/compliance reviews.
• Hands-on delivery: configure, deploy, measure adoption, and follow go-live work.
• Own renewals and expansion planning with accurate forecast and commercial positioning.

Skills

Delivery track record

Customer success

Solutions consulting

Account management

Solutions capacity

Analytical skills

Project management

Communication

AI and automation

Job description

Userlane in Boston is seeking a hands-on Customer Success professional to own a portfolio of US accounts end to end in regulated environments, with healthcare and life sciences as our strongest focus. You set clients up for success, deliver value, and keep them, while acting as the technical and value expert alongside Sales on new deals and expansions.

The work is hands-on: you configure, deploy, and measure adoption yourself, not only manage the relationship.