Senior Customer Value Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• You will manage a portfolio of US accounts from start to finish: onboarding, adoption, value delivery, retention, and expansion.

• Your role involves setting clients up for success and guiding them towards achieving value, while defining what success means for each client and ensuring its delivery.

• You will provide quantified evidence of Userlane's impact in terms the customer understands: time saved, reduced training burden, deflected tickets, and minimized risks during go-lives.

• Act as the technical and value partner alongside Sales for new deals and expansions: engaging in solution design, proof of concepts, technical evaluations, security and compliance reviews, and responding to requests for proposals.

• Deliver hands-on support in US accounts: responsible for configuration, deployment, measuring adoption, and all tasks following go-live.

• Manage renewals and expansions: develop renewal strategies, commercial positioning, conduct risk and opportunity assessments, and provide accurate forecasting.

⛳️ Requirements

• Proven hands-on delivery experience in enterprise software: you have personally deployed and managed a solution, rather than just overseeing the relationships.

• A minimum of five years in roles such as customer success, solutions consulting, or account management with large organizations.

• Experience in a solutions capacity: including solution design, technical demonstrations, and proof of concepts.

• Ability to thrive in a scale-up environment: highly self-reliant, comfortable managing an entire market, setting your priorities, and seeking assistance when necessary.

• Comfortable collaborating with a European headquarters and a distributed team across various time zones.

• Strong analytical skills: able to interpret usage data and present actionable insights to budget owners.

• Exceptional project management, communication, and presentation abilities, especially when interacting with senior executives.

• Preferred: Experience working with implementation or delivery partners.

• Familiarity with regulated industries and credibility with both business and IT stakeholders.

• Knowledge of the healthcare sector is crucial: understanding the EHR landscape and integrated delivery network (IDN) structures.

• Experience in pharma, financial services, or manufacturing is valuable.

• A credible trajectory for building and leading a small post-sales team.

• Experience presenting at healthcare or life sciences industry events is a plus.

🏝️ Benefits

• High earning potential: a competitive base salary aligned with the US market, plus uncapped commission and equity in Userlane as a pre-exit scale-up.

• European-style vacation policy with generous time off on a US salary scale: more vacation days than typical for US sales roles, combined with US-market compensation.

• Flexible benefits that encompass savings, security, health and well-being, and lifestyle and leisure options.

• Opportunity to own a new market instead of a fixed territory, with the potential to advance into a team lead position.

• A product that can be deployed in approximately two weeks, in contrast to several months for other alternatives.

• Weekly one-on-one meetings, a personal skills assessment and development plan, on-the-job coaching, and a budget allocated for events and training.