Customer Success Manager, AI Products

Usercentrics

. Own the full post-sale relationship with MCP Manager customers, including onboarding, adoption, support, renewals, and expansion .

Posted 11/6/2026full-timeNew York City • New York • United StatesMid-LevelSenior💰 $100,000 - $124,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer success management, focusing on onboarding, renewals, and account growth within B2B SaaS environments. Proficient in building customer health scores and implementing customer success processes while maintaining clear communication across technical and non-technical stakeholders.

Highest-signal resume keywords

Customer Success ManagementRenewal ForecastingTechnical FluencyClear CommunicationCustomer Health Scoring

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer SuccessAccount ManagementB2B SaaSOnboarding ProgramsCustomer Health ScoringRenewals ManagementTechnical ConfigurationProduct WalkthroughsAI Software FamiliarityModel Context Protocol (MCP)

Soft Skills

Highly OrganizedClear Written CommunicationVerbal CommunicationProactive OutreachCollaboration

Tools & Technologies

CRM SystemsAI AssistantsSales Engineering ToolsCustomer Feedback ToolsBilling Systems

Industry Keywords

SecurityDeveloper ToolsData InfrastructureCustomer AdvocacyCategory-Creation Environment

About the role

Key responsibilities & impact

Own the full post-sale relationship with MCP Manager customers, including onboarding, adoption, support, renewals, and expansion
Take over new customers after signing and guide them from proof of concept and initial configuration to broad team rollout
Refine sales-process success criteria into customer-specific success plans tied to visibility, security, and cost-control outcomes
Run regular customer check-ins and business reviews
Bring in the Sales Engineer for deeper technical configuration or troubleshooting
Respond to inbound support requests through chat and email within response-time targets
Route technical issues to the Sales Engineer and engineering with context and reproduction steps, and keep customers informed through resolution
Build and maintain customer health scores based on product usage, engagement, and support history
Identify at-risk accounts and lead proactive outreach to prevent churn
Own and accurately forecast renewals for a book of customers
Identify expansion opportunities and drive them to close with Account Executives
Process plan upgrades, downgrades, and cancellations in billing and CRM systems
Capture and categorize customer feedback for Product and Engineering prioritization
Close the loop with customers when requested features ship or reported issues are fixed
Build a customer advocacy program with Marketing, including reviews, references, and case studies
Document repeatable customer-success processes and playbooks for scale
Collaborate with Account Executives, Sales Engineering, Product, Engineering, Design, and Marketing teams

Requirements

What you’ll need

3 or more years of experience in customer success, account management, or a similar customer-facing role at a B2B SaaS company
Owned renewals for a book of business and demonstrated a track record of retaining customers and growing accounts
Technically fluent, including explaining how software products connect, conducting product walkthroughs, and working through configuration questions with technical colleagues
Clear written and verbal communication with audiences ranging from hands-on administrators to CTOs and security leaders
Highly organized and able to manage multiple accounts, support requests, and internal projects simultaneously
Uses AI assistants and agents in own work and is curious about organizational AI adoption
Comfortable operating in an early-stage, category-creation environment
Ideally, experience with customers in security, developer tools, data infrastructure, or AI software, or hands-on familiarity with AI agents or Model Context Protocol (MCP)
Ideally, experience building customer health scoring, onboarding programs, or other customer success processes from scratch

Benefits

Comp & perks

401(k) plan contribution with employer match
Commuter allowance (transit stipend)
18 paid vacation days (PTO)
Health insurance
Personal development budget for every employee
Hybrid workplace
Online wellness sessions
Team events including team buildings, happy hours, company breakfasts/lunches, in-person and virtual
Refreshments: snacks, fruit, coffee, and drinks in the office
Flexible working hours
Workcations (in accordance with company policy)
Job-related language courses