Customer Success Manager

About the Role

Userpilot gives product teams a fully customizable experience layer that sits on top of their UI, enabling them to deliver contextual, personalized flows triggered by user behavior, journey stage, and segment. It's a technically versatile platform, and making it work for a high volume of customers efficiently is the challenge this role is built around.

You'll manage a large book of smaller EMEA accounts, working through a scaled, tech-touch model rather than high-touch 1:1 engagement. That means you'll rely heavily on data, automation, and programmatic outreach to drive retention outcomes - your leverage comes from well-designed playbooks and knowing when to intervene, not from calendar coverage. Our Implementation team handles installation, integrations, and initial setup; your job is to keep customers activated, engaged, and renewed at scale.

What You'll Own

• Gross retention across a high-volume EMEA book of business
• Executing and iterating on scaled engagement playbooks - onboarding sequences, health-triggered outreach, group webinars, and in-app guidance rather than bespoke account strategy
• Monitoring health signals and usage data across your book to identify at-risk accounts and prioritize intervention efficiently
• Running lightweight account reviews and check-ins with higher-value accounts in your segment, where 1:1 time is warranted
• Coordinating with AEs on expansion signals within your book. They own the commercial motion, you surface the opportunities
• Escalating product feedback and customer needs to internal teams in a structured, aggregated way
• Contributing to the development of self-serve resources, templates, and playbooks that improve outcomes across the full customer base

What We're Looking For

Required

• 2+ years in a Customer Success, Account Management, or digital CS role at a B2B SaaS company
• Experience managing a high-volume book. You know how to segment, triage, and prioritize across dozens or hundreds of accounts without losing signal on the ones that matter
• Comfortable building and executing scaled engagement motions: automated sequences, group sessions, templated outreach - not just 1:1 calls
• Data-driven by default: you use health scores, usage trends, and CRM data to drive prioritization, not instinct
• Strong written communication - at scale, async, and written touchpoints do a lot of the work
• Genuine comfort using AI tools in your workflow - for drafting outreach, synthesizing customer data, identifying risk patterns, and scaling your output. This isn't a nice-to-have; it's how this team operates

Bonus

• Experience with product analytics, user engagement, or in-app tooling platforms
• Fluency in additional European languages - given the breadth of the EMEA book, this is a meaningful advantage
• Familiarity with APIs, JavaScript, or web fundamentals
• UI/UX sensibility

Benefits

• Competitive base salary + performance-based bonus
• Private medical insurance
• Hybrid structure: 3 days in office, 2 remote
• 20 days annual leave + public holidays + Winter Break (Dec 25 – Jan 1)
• 14 days sick leave
• Training budget, industry events, and conference access
• Clear path for career progression

Right to Work

Candidates must have the right to work in Ireland. We are not in a position to offer visa sponsorship for this role.

Equal Opportunities Statement

Userpilot is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of gender, civil status, family status, age, disability, race, religion, sexual orientation, or membership of the Traveller community, in accordance with the Employment Equality Acts 1998–2015.

Data Privacy Notice

By applying for this role, your personal data will be processed by Userpilot for the purposes of recruitment and candidate evaluation. We will retain your information for no longer than is necessary for this purpose.