Customer Success Manager, AI Products - MCP Manager

Job Description

Job Description

Location

Hybrid: New York, NY (2-3 days per week in office). The office is located in Midtown West, less than a 10-minute walk from Port Authority and under 5 minutes from Penn Station and Herald Square.

SHAPE THE FUTURE OF AI GOVERNANCE WITH USERCENTRICS

Usercentrics is a global leader in consent management, and now we're bringing that same mission of trust and control into the AI era. MCP Manager (MCPM) is our newest product: a governance and management platform for Model Context Protocol (MCP), the emerging standard that connects AI agents to business systems like Salesforce, Confluence, Slack, and GitHub.

As AI adoption accelerates, enterprises face a new and urgent challenge: how do you give teams the power of AI agents while maintaining visibility, security, and control over what those agents can access and do? MCP Manager is the answer, serving as the trust and control layer for AI agent connections.

This is a category-creation opportunity. MCP is being compared to the invention of the USB connector for AI: a universal standard that changes everything. We're looking for a Customer Success Manager who wants to be on the ground floor of defining what success looks like for the companies adopting it.

THE ROLE

As our Customer Success Manager, you will own the full post-sale relationship with MCP Manager customers: onboarding, adoption, support, renewals, and expansion. Our customers are typically companies of 200 to 1,000+ employees with active AI initiatives, and the people you work with day to day include VPs of AI, CTOs, IT operations leaders, and security teams. You will be the person who makes sure every one of them gets real, measurable value from putting their AI agent connections under governance.

You will work hand in hand with our Account Executives and Sales Engineer, and closely with our product, engineering, design, and marketing teams, inside a small, fast-moving group that operates much like a startup within Usercentrics. The role exists now because our customer base is growing and customer success deserves a dedicated owner. You will build the processes, health signals, and playbooks that let us scale it, and your insight from customers will directly shape what we build next.

YOUR TASKSOnboarding and Adoption

• Take over new customers at handoff after signing, building on the proof of concept and documented initial configuration they completed with our Account Executive and Sales Engineer, and guide them to broad rollout across their teams.
• Refine the success criteria agreed during the sales process into a success plan for each customer that ties their use of MCP Manager to the outcomes they care about, such as visibility, security, and cost control.
• Run regular check-ins and business reviews that show customers the value they are getting and where they can go next.
• Bring in our Sales Engineer when customers need deeper help with technical configuration or troubleshooting.

Support and Customer Health

• Respond to inbound support requests through chat and email within our response-time targets.
• Route technical issues to our Sales Engineer, and to engineering when needed, with clear context and reproduction steps, and keep customers informed until they are resolved.
• Build and maintain a customer health score that draws on product usage, engagement, and support history.
• Identify at-risk accounts early and lead proactive outreach before small issues become churn.

Renewals, Expansion, and Billing

• Own renewals for your book of customers and forecast them accurately.
• Identify expansion opportunities, such as additional teams, servers, or plan upgrades, and drive them to close in partnership with our Account Executives.
• Process plan upgrades, downgrades, and cancellations in our billing and CRM systems so that customer records stay accurate.

Voice of the Customer

• Capture and categorize customer feedback, and work with our Product Manager so that product and engineering can prioritize with real data.
• Close the loop with customers when features they requested ship or issues they reported are fixed.
• Build our customer advocacy program with marketing, collecting reviews, references, and case studies.
• Document repeatable processes and playbooks so that customer success can scale as we grow.

Requirements

• You have 3 or more years of experience in customer success, account management, or a similar customer-facing role at a B2B SaaS company.
• You have owned renewals for a book of business and have a track record of retaining customers and growing accounts.
• You are technically fluent: you can explain how software products connect to each other, run a confident product walkthrough, and work through configuration questions alongside technical colleagues.
• You communicate clearly in writing and in person with audiences ranging from hands-on administrators to CTOs and security leaders.
• You are highly organized and can manage many accounts, support requests, and internal projects at once without letting details slip.
• You use AI assistants and agents in your own work and are curious about how companies are adopting them.
• You are comfortable operating in an early-stage, category-creation environment where the playbook is still being written.
• Ideally, you have worked with customers in security, developer tools, data infrastructure, or AI software, or have hands-on familiarity with AI agents or Model Context Protocol (MCP).
• Ideally, you have built customer health scoring, onboarding programs, or other customer success processes from scratch.

Benefits

• 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

Salary Range: $100,000 - $124,000

OTE Range: $125,000 - $155,000

The annual base salary range is determined based on a variety of factors, including geographic location, role-specific skills, relevant experience, and internal equity. Usercentrics is committed to transparent and equitable compensation practices.

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Usercentrics we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

WHY JOIN USERCENTRICS?

• Joining Usercentrics means becoming part of a fast-growing, diverse, and international team of tech enthusiasts and entrepreneurially-minded people who build our success story together.
• Company culture is important to us. We strive to continuously develop a positive, vibrant, and inspiring environment that enables everyone to thrive both personally and professionally.
• Get involved! We have plenty of initiatives and love seeing people from all departments enthusiastically participating in cross-department projects and shaping our future.
• Your work-life balance matters. We offer flexible working hours, hybrid working, and the possibility of workcations (in accordance with our company policy).
• We always remember to have fun, both in our day-to-day work and at our regular team events in our offices across Munich, Prague, Lisbon, Copenhagen, Odense, Buenos Aires, and New York, or online.
• You are our most valuable asset. We offer a personal development budget, job-related language courses, and much more to support your wellbeing and growth.