Customer Success Manager

2 weeks ago

Austin, TX, United States Userpilot Full time

Userpilot helps teams personalize the product experience at scale. With a fully customizable product experience layer that sits on top of the UI, product teams can quickly create contextual user experiences that trigger for the right person at the right stage of the user journey. This can help teams optimize for user activation and maximize feature engagement. There is nothing more powerful than engaging users with a feature when it's actually relevant; something that cannot be done with a static UI that never changes.

With a solution as versatile as ours, our Customer Success Managers are a critical component in helping show our customers how to tailor the product capabilities to their needs. You'll be the main point of contact for our customers from a product perspective, ensuring they get value from the product. You will own product education & strategy, account reviews, webinars, and general product-based correspondence with our customers, in order to build strong relationships that extend through the lifecycle of the customer.

The Roles of CSM at Userpilot

  • Developing strong, positive relationships with customers, acting as their primary point of contact for all things product.
  • Being a customer advocate (Mediate between customer requests and company vision, while being sure to voice their needs to the internal team)
  • Understanding the customer's business, goals, metrics, and challenges to provide personalized assistance.
  • Continuously monitor customer usage and behavior to identify any issues or areas where customers may need support.
  • Provide strategic consultation to customers on best practices to push for value.
  • Updating Customers (communicate with customers about changes and modifications to the product)
  • Conducting regular account reviews and building success plans with the customer
  • You will own renewals and retention of revenue for your book of business
  • Initiating collaborations for case studies
  • Gathering and sharing customer feedback with product teams
  • Investigate and escalate any technical issues a customer encounters.
Minimum Requirements:
  • At least 2 years in a Customer Success / Solutions Engineer / Account Management / Onboarding role in a B2B SaaS company
  • You have experience managing a book of business; knowing how to segment, prioritize, and engage with your customers efficiently & effectively
  • Have owned technical demos & understand how to demonstrate value
  • Can identify customer pain & goals, by asking good discovery questions
  • Have basic sales acumen (to aid a successful AE partnership - they own product expansion in your book)
Bonus Requirements:
  • Experience working with customer engagement/analytics products
  • UI / UX expertise
  • More expert technical acumen
  • Fluency in additional languages
  • Have a fundamental understanding of APIs / JavaScript etc

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