Senior Customer Success Manager (US) in Boston

About Userlane

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.

Userlane combines Application Intelligence and Contextual Assistance for regulated industries. Application Intelligence shows where software creates cost and friction across the estate. Contextual Assistance helps people get work done in the moment, without training burden. We work with healthcare organizations across the US and Europe, helping clinical and operational teams work confidently in complex systems like EHRs and other core clinical and business applications.

Your mission

This role owns a portfolio of US accounts end to end, in complex, regulated environments where healthcare and life sciences are our strongest focus. You set clients 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.
The work is hands-on. You configure, deploy, and measure adoption yourself, not only manage the relationship. That's what makes this role different from a typical customer success seat, and it's also the part candidates tend to find most energizing: you get to build the proof, not just report on it.
This role will start in 2027. We are reviewing applications now, so feel free to apply early.

Your responsibilities

• 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, agreeing what success looks like with each client, then delivering 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.
• 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

Your professional profile

• A hands-on delivery track record in enterprise software: you've deployed and operated a solution yourself, not only managed the relationship around it.
• 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.
• 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.
• Practical use of AI and automation to move faster in adoption analysis, reporting, and account planning.

Your personal profile

• Hands-on builder who prefers proving value over reporting on it; comfortable owning delivery, not only the relationship.
• Highly self-sufficient: sets own priorities, owns a market end to end, and asks for help when needed.
• Direct, evidence-based communicator who turns usage data into a story a budget owner acts on.
• Equally comfortable as an individual contributor today and as a future builder of a small team.

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.