Hybrid Customer Success Manager — Scaled, Data-Driven

Userpilot, Inc; Austin, Northern (TX, KY); Hybrid; USD 75,000 - 110,000; Full time

Benefits offered by this job

Hybrid work structure

Private medical insurance

15 days PTO

14 days sick leave

Training budget

Career progression

Job summary

Userpilot, Inc. is seeking a Customer Success professional to manage a large, high-volume book of business in a scaled, tech-touch environment.

You will rely on data, automation, and playbooks to drive retention, activation, and renewals, coordinating with AEs on expansion signals while escalating product feedback; based in the US (Austin) with a hybrid work structure. This role emphasizes cross-functional collaboration, ongoing content creation for self-serve resources, and scalable outreach to

Qualifications

• 2+ years in a Customer Success or Account Management role at a B2B SaaS company.
• Experience managing a high-volume book and prioritizing dozens or hundreds of accounts.
• Data-driven with health scores, usage data, and CRM data to drive prioritization.

Responsibilities

• Own gross retention across a high-volume book.
• Execute scaled engagement playbooks and onboarding sequences.
• Monitor health signals and usage data to identify at-risk accounts.
• Run lightweight account reviews with higher-value accounts.
• Coordinate with AEs on expansion signals in your book.
• Escalate product feedback and customer needs to internal teams.
• Develop self-serve resources and playbooks for the full customer base.

Skills

High-volume accounts

Data-driven

Written communication

AI tools in workflow

Scaled engagement motions

Tools

CRM software

Job description

Userpilot, Inc. is seeking a Customer Success professional to manage a large, high-volume book of business in a scaled, tech-touch environment.

You will rely on data, automation, and playbooks to drive retention, activation, and renewals, coordinating with AEs on expansion signals while escalating product feedback; based in the US (Austin) with a hybrid work structure. This role emphasizes cross-functional collaboration, ongoing content creation for self-serve resources, and scalable outreach to