Senior Customer Success Manager – Enterprise

Jobtailor

Austin (TX)

On-site

USD 120,000 - 160,000

Full time

14 days+

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Job summary

Jobtailor is seeking an experienced Senior Customer Success Manager to own a focused portfolio of enterprise accounts across North America. You will build trusted relationships with senior stakeholders, develop account strategies, and coordinate cross-functional resources to drive adoption, retention and long-term growth.

You will lead after implementation to expand usage, monitor health signals, and manage renewal readiness in collaboration with Sales.

Qualifications

5+ years in Customer Success, Strategic Account Management, or a similar post-sales role at a B2B SaaS company, including enterprise customers.
A track record of retaining and growing complex, high-value accounts with multiple stakeholders and long decision cycles.
Executive presence and strong commercial judgment, able to earn credibility with senior leaders.
Strong discovery and account-planning skills to uncover goals, dynamics, risk, and expansion potential.
Experience leading executive business reviews, success planning, renewal preparation, and value realization programs.
Comfort with technical and product-led conversations, able to discuss implementation, data, integrations, and product workflows.

Responsibilities

Manage a focused portfolio of high-value enterprise accounts across North America.
Build trusted relationships with senior stakeholders, develop account strategies, lead value reviews, and coordinate cross-functional resources to drive adoption, retention, and long-term growth
Take the lead after implementation, helping customers expand their use of Userpilot and demonstrate value across their organization
Monitor product adoption, stakeholder engagement, health signals, and commercial risk to identify issues early and coordinate the right response
Guide customers through complex change, including broader rollout, new use cases, organizational shifts, and multi-team adoption
Own renewal readiness and retention strategy in partnership with Sales. You lead the customer plan and risk mitigation; AEs own expansion and commercial negotiation
Act as the voice of the customer with Product, Support, Implementation, and leadership, bringing structured insight rather than isolated requests
Help raise the standard of enterprise Customer Success by mentoring peers and contributing to playbooks, processes, and team enablement

Skills

Customer Success

Strategic Account Management

Executive presence

Data-driven decision making

Account planning

Cross-functional coordination

Communication

Tools

CRM software

AI tools

Job description

Manage a focused portfolio of high-value enterprise accounts across North America
Build trusted relationships with senior stakeholders, develop account strategies, lead value reviews, and coordinate cross-functional resources to drive adoption, retention, and long-term growth
Take the lead after implementation, helping customers expand their use of Userpilot and demonstrate value across their organization
Monitor product adoption, stakeholder engagement, health signals, and commercial risk to identify issues early and coordinate the right response
Guide customers through complex change, including broader rollout, new use cases, organizational shifts, and multi-team adoption
Own renewal readiness and retention strategy in partnership with Sales. You lead the customer plan and risk mitigation; AEs own expansion and commercial negotiation
Act as the voice of the customer with Product, Support, Implementation, and leadership, bringing structured insight rather than isolated requests
Help raise the standard of enterprise Customer Success by mentoring peers and contributing to playbooks, processes, and team enablement

Requirements

5+ years in Customer Success, Strategic Account Management, or a similar post-sales role at a B2B SaaS company, including meaningful experience with enterprise customers
A track record of retaining and growing complex, high-value accounts with multiple stakeholders, long decision cycles, and demanding business requirements
Executive presence and strong commercial judgment. You can earn credibility with senior leaders, navigate difficult conversations, and keep discussions focused on outcomes
Strong discovery and account-planning skills, with the ability to uncover customer goals, organizational dynamics, risk, and expansion potential
Experience leading executive business reviews, success planning, renewal preparation, and value realization programs
Comfort with technical and product-led conversations. You do not need to be an engineer, but you can discuss implementation, data, integrations, and product workflows with confidence
Data-driven by default: you use product adoption, health indicators, CRM data, and customer context to prioritize action and tell a clear value story
Excellent written and verbal communication, including the ability to coordinate complex work across customers and internal teams
Genuine comfort using AI tools to synthesize account context, identify patterns, prepare customer communication, and improve the quality and speed of your work

Demonstrates expertise in managing high-value enterprise accounts, driving customer adoption and retention strategies, and leading complex change initiatives. Proficient in leveraging data-driven insights and strong communication skills to enhance customer success and collaboration across teams.

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