Senior Customer Success Manager (USA Market)

About the role
We are looking for a Senior Customer Success Manager who will help our US clients maximize the value of YouScan and achieve their business goals through AI-powered social listening.
This role combines strategic customer success, consulting, client growth, and revenue ownership. You will work with enterprise and mid-market clients, build long-term partnerships, drive retention and expansion revenue, and act as a trusted advisor for marketing teams at global brands.
About YouScanYouScan is an AI-powered social listening platform that helps brands analyze online conversations, understand their audiences, and make smarter marketing decisions.
Our clients include global brands and agencies such as Nestlé, Coca-Cola, McDonald’s, and many others. We combine AI, image recognition, and consumer intelligence to help companies “hear” their consumers across digital channels.
Key ResponsibilitiesBuild and maintain long-term partnerships with clients in the USA market.
Ensure high customer retention and customer satisfaction levels.
Conduct onboarding sessions, trainings, strategic consultations, and Business Reviews.
Help clients achieve measurable business outcomes using YouScan.
Identify upsell, cross-sell, and expansion opportunities.
Manage renewals and proactively minimize churn risks.
Analyze usage metrics, customer health, and engagement.
Act as the voice of the customer internally.
Collaborate closely with Product, Sales, Marketing, and Support teams.
Handle complex negotiations and customer escalations.
Help clients integrate social listening insights into their marketing and business processes.
Participate in creating customer education content: webinars, FAQs, case studies, knowledge base materials, and trainings.
Working hours: 3 PM – 12 AM Kyiv time.
Functional ResponsibilitiesConsult and train English-speaking YouScan users.
Deeply understand clients’ business goals and use cases.
Build success plans and adoption strategies.
Manage contracts, renewals, payments, and tenders.
Analyze user behavior and customer feedback.
Prepare business reviews, presentations, and performance reports.
Contribute to product improvement prioritization based on customer feedback.
Coordinate internal teams to achieve customer outcomes.
Required Skills & ExperienceMust-have:
3+ years of customer-facing experience.
Experience working in SaaS B2B companies.
Experience working with the USA clients.
Experience managing enterprise clients.
Experience driving retention, renewals, and expansion revenue.
Proven measurable retention and growth results.
Fluent English (C1–C2).
Strong presentation and communication skills.
Experience handling complex negotiations and escalations.
High level of self-organization and ownership mindset.
Proactive, problem-solving approach to work.
Experience conducting onboarding sessions, trainings, and workshops.
Understanding of marketing, social media, online reputation management, and consumer insights.
Knowledge of AI / MarTech / Social Listening is a strong advantage.
Location - Ukraine.
What is specially important for this roleBusiness-oriented mindset
We are looking for someone who:
understands SaaS metrics such as ARR, MRR, NRR, and GRR;
can influence revenue growth;
speaks the language of business outcomes;
builds strategic customer relationships.
Proactive communication
A Senior CSM at YouScan is not a reactive support role.
We value people who:
initiate communication proactively;
identify and prevent risks early;
proactively drive product adoption;
manage accounts strategically.
Executive presence
We expect:
confidence in leading calls with senior stakeholders;
the ability to communicate clearly and concisely;
the ability to act as a trusted advisor to clients.
KPI & Expected ResultsCore KPIs:
Net Revenue Retention (NRR)
Gross Revenue Retention (GRR)
Expansion revenue
Product adoption
Customer Satisfaction (CSAT)
Target Metrics:
Customer Retention Rate >100%
Net Revenue Retention ≥100%
Customer Satisfaction Rate >98%
What we offerCompetitive salary + bonuses for expansion and upsells.
Opportunity to work with global brands and enterprise clients.
Access to modern AI and MarTech solutions.
Strong customer-centric culture and team.
Learning, knowledge sharing, and professional development opportunities.
Structured onboarding and internal knowledge base.
Automation of routine processes and a modern tech stack.
Hybrid work format (Kyiv) or fully remote.
Unlimited Leave Policy (yeah, really).
4-day work week during summer.
Work in an ethical product company with a strong culture and growth mindset.
Company and team support during wartime conditions.