Senior Customer Value Manager

ane; Boston (MA); On-site; USD 120,000 - 160,000; Full time

Job summary

Userlane is a software adoption platform helping enterprises maximize value from technology investments. We are seeking a hands-on Customer Success professional for the US market, focusing on healthcare and life sciences in regulated environments.

You will own a portfolio of US accounts end to end—from onboarding to renewal—while acting as the technical and value expert alongside Sales on new deals and expansions.

Qualifications

• Hands-on delivery track record in enterprise software.

Responsibilities

• Own a portfolio of US accounts end to end, including onboarding, adoption, value delivery, retention and expansion.
• Collaborate with Sales as the technical and value expert on new deals and expansions, from design through PoC to implementation.
• Deliver quantified value evidence to customers and internal stakeholders to de-risk renewals and expansions.
• Execute solution design, PoCs, security and compliance reviews, and RFP responses in the US market.
• Perform hands-on delivery in US accounts: configuration, deployment, adoption measurement, and go-live follow-up.
• Lead renewal strategy, commercial positioning, risk reviews, and accurate forecast.

Job description

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.

Your mission

The role

We are looking for someone who knows how to make customers successful in complex, regulated environments. Healthcare and life sciences are our strongest focus in the US, and our customer base reaches beyond them into other regulated industries.

You own a portfolio of US accounts end to end. You set them 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.

What you'll own

Your portfolio of US accounts end to end: onboarding, adoption, value delivery, retention, and expansion.

Setting clients up for success and steering them to value. You agree with each client what success looks like, then deliver it.

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. A customer who gets outcomes but cannot show the evidence internally is a renewal risk.

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.

Hands-on delivery in US accounts: configuration, deployment, adoption measurement, and the work that follows go-live.

Renewals and expansion: renewal strategy, commercial positioning, risk and opportunity reviews, and an accurate forecast.

Your profile

A hands-on delivery track record in enterprise software. You have deployed and operated a solution, not only managed the relationship.

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. You are highly self-sufficient, own a market end to end, set your own priorities, and ask 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 have

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.

What's in for you

Shape a market. You shape how post-sales works in the US market, not just how one account is served.

Team and culture: A high-performance culture with great leadership and a fun, engaged, motivated and diverse team with people from over 20 countries.

Two-week deployment versus months for alternatives. Decisions turn into outcomes fast.

We win on expertise and outcomes, not procurement exercises and feature comparisons.

Real ownership at a pre-exit scale-up: meaningful equity and the chance to build the US post-sales motion.

Growth: We take you and your development seriously. Weekly 1:1s, a personalized skills assessment and development plan, on-the-job coaching, and budget for events and training.

Benefits: Flexible benefits related to savings and security, health and well-being, and lifestyle and leisure.