Scaled CS Manager: Data-Driven Retention (Hybrid)

Userpilot; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Private medical insurance

Hybrid work structure

15 days PTO + holidays

14 days sick leave

Training budget and conference access

Career progression path

Job summary

Userpilot is seeking a Customer Success/Account Manager to manage a large, tech-touch book in a B2B SaaS context. You will rely on data and automation to drive retention, renewals, and expansion at scale, using playbooks and AI-assisted workflows.

You’ll collaborate with AEs, manage health signals, and contribute to scalable resources while operating in a hybrid model with office days and remote work. The role emphasizes scalable, measurement-driven outcomes.

Qualifications

• 2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company.
• Experience managing a high-volume book with many accounts without losing signal.
• Data-driven decision making using health scores, usage trends, and CRM data.
• Strong written communication in asynchronous, scalable contexts.
• Comfort using AI tools for drafting outreach, synthesizing data, and scaling output.
• Experience with product analytics, user engagement, or in-app tooling platforms is a plus.

Responsibilities

• Own gross retention across a high-volume book.
• Execute and iterate on scaled engagement playbooks (onboarding sequences, health-triggered outreach, group webinars, in-app guidance).
• Monitor health signals and usage data to identify at-risk accounts and prioritize intervention.
• Conduct lightweight account reviews and check-ins with higher-value accounts.
• Coordinate with AEs on expansion signals; surface opportunities.
• Escalate product feedback and customer needs to internal teams in a structured way.
• Contribute to self-serve resources, templates, and playbooks for the full customer base.

Skills

High-volume book management

Data-driven decisions

Scaled engagement motions

Strong written communication

AI tools in workflow

B2B SaaS experience

Job description

Userpilot is seeking a Customer Success/Account Manager to manage a large, tech-touch book in a B2B SaaS context. You will rely on data and automation to drive retention, renewals, and expansion at scale, using playbooks and AI-assisted workflows.

You’ll collaborate with AEs, manage health signals, and contribute to scalable resources while operating in a hybrid model with office days and remote work. The role emphasizes scalable, measurement-driven outcomes.