Location
Hybrid - Midtown West, New York (minimum of 2-3 days a week from the office)
(The office is less than a 10-minute walk from Port Authority and under 5 minutes from Penn Station and Herald Square.)
SHAPE THE FUTURE OF PRIVACY WITH USERCENTRICS
Usercentrics is a global leader in the field of consent management platforms (CMP). We follow our company vision to build a world where user privacy enables a thriving digital ecosystem. Our mission is to provide privacy solutions that empower organizations to embrace data privacy while building trust with their users through freedom of choice. With our product, businesses can collect, manage and document user consents on websites and apps, and achieve full compliance in accordance with global privacy regulations while facilitating high consent rates and building trust with their customers.
Usercentrics is seeking a Customer Success Manager (CSM) for Enterprise Accounts, you will manage a high-value portfolio of strategic customers across the US and Americas using the Usercentrics product suite. You will ensure customer satisfaction, identify growth opportunities, and drive long-term success. You will act as a trusted advisor, guiding customers through best practices, coordinating across internal teams, and developing customized success plans to maximize their ROI. Your main focus is driving growth and the customer journey in the Americas market.
Your Tasks
Strategic Customer Success & Relationship Management
Serve as the primary point of contact for high-value premium/corporate customers in the US and Americas, building strong relationships with key stakeholders (Privacy, Legal, Marketing/AdTech, Security, IT).
Develop a deep understanding of each customer's business goals, regional compliance needs (e.g., CCPA/CPRA and other US state laws, PIPEDA/Quebec Law 25, LGPD), and success metrics.
Conduct regular business reviews to align customer objectives with platform capabilities.
Act as a customer advocate, communicating feedback to Product, Support, and Sales.
Customer Success Planning & Execution
Provide personal onboarding support and implementation consultation (with Customer Engineer support).
Develop and implement Customer Success Plans (CSPs) for each enterprise account, outlining goals, milestones, and success metrics.
Proactively monitor customer health, engagement, and risks, acting to prevent churn.
Guide customers through product adoption, best practices, and ongoing optimization.
Upsell & Expansion Strategy
Identify upsell, cross-sell, and renewal opportunities based on customer needs and business challenges.
Work with Product, Marketing, and CE teams to position upgrades, add-ons, and expanded use cases.
Lead commercial discussions on renewals and expansion, ensuring mutual benefit.
Obtain customer referrals, case studies, and testimonials.
Internal Coordination & Cross-Functional Collaboration
Partner with Product, Support, Direct Sales, and Customer Engineering to deliver a seamless customer experience.
Act as the customer's voice internally, influencing product development and feature prioritization for the Americas market.
Collaborate with Marketing to share US and Americas customer success stories.
Industry Expertise & Thought Leadership
Stay current on evolving US state and Americas privacy regulations, and on standards such as the IAB Global Privacy Platform (GPP) and Global Privacy Control (GPC).
Stay up to date with product features.
Educate customers on CMP, including new features, products, and add-ons.
Requirements
3+ years in Customer Success or a related role, preferably in SaaS, data privacy, or compliance technology, with familiarity with US state privacy laws, PIPEDA, and LGPD.
Ability to develop and execute customer success plans for enterprise clients.
Strong communication skills and the ability to build trust with senior stakeholders.
Analytical mindset to identify challenges and propose solutions.
Ability to recognize and act on upsell and…