The Role
Ushur delivers the world’s first Customer Experience Automation platform built specifically for regulated industries. Purpose-built for delivering ideal self-service, Ushur infuses intelligence into digital experiences for the most delightful and impactful customer engagements. Equipped with guardrails and compliance-ready infrastructure, Ushur powers vertical AI Agents for healthcare, financial services and insurance use cases. Designed for rapid code-less deployment with flexible, advanced capabilities for IT and business teams, enterprises can transform customer and employee journeys at scale in the fastest time to value.
The Customer Success team at Ushur is responsible for driving adoption and value realization for Ushur customers. As a Senior Customer Success Manager at Ushur, you’ll be managing a few of our largest Enterprise clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio. The ideal candidate for this role will possess strong relationship building and project management skills and a laser focus on positive customer outcomes.
At this time, we are only considering candidates located in or near Portland, ME or Boston, MA, due to proximity to key customer offices.
What You'll Do
- Be the primary post-sales point of contact for assigned customers. This role will collaborate closely with the sales account executive and the solution engineer to form a team that supports customers through the entire customer lifecycle including adoption, renewal and expansion.
- Map customer processes to Ushur’s capabilities and data model
- Manage POC process and delivery
- Manage customer onboarding and partner with other internal team members (solution engineering, product, engineering, sales, etc.) as needed to ensure time to value goals are achieved
- Monitor key customer success metrics to ensure that Ushur is driving results and helping customers achieve their goals
- Provide proactive guidance to key users, encourage adoption, and assist with product update education
- Coordinate with customer executive sponsors and procurement teams to schedule kickoff meetings, facilitate training sessions, help with strategic goal setting, identify potential expansion opportunities, and support the renewal process
- Develop an ongoing relationship with executive sponsors and champions at customers and become their advocate internally at Ushur
- Gather product feedback, conveying this to Product, Sales and Engineering teams
- Identify opportunities for customers to act as Ushur industry advocates (e.g. testimonials, case studies)
- Contribute to fostering a company-wide culture of Customer Success
- Travel to visit clients on site as needed (especially during the onboarding process) to provide support, build relationships with key users, and develop expansion strategies with your accounts
What You Bring
- Self-starter with a can-do, problem-solving attitude. 7–8 years of Customer Success Manager experience in SaaS companies, specifically within the healthcare, insurance, or financial services industries (must have)
- 5–7 years of Customer Success experience managing multiple complex 7–8 figure annual contracts (must have). 10+ years of Technical Implementation Project Management experience (must have)
- Experience as a Solution Engineer or Delivery Manager is highly preferred
- Experience with workflow automation products and AI/ML is highly preferred
- Collaborate with clients to develop and build a detailed technical project scope and plan to monitor and track progress
- Coordinate internal resources for flawless execution of multiple projects and timely delivery
- Track project performance through the use of data and analytics
- Expertise in dealing with significant change at senior business and IT levels (preferably dealing directly with VP or C-Level Executives)
- Proven effectiveness at leading and conducting executive reviews, training sessions, meetings, and workshops (often remotely)
- Passion for technology and for being a part of a fast-growing SaaS startup where we move quickly and wear many hats
- Flexible approach, able to operate effectively with uncertainty and change
- Ability to travel up to 25 - 50%
AI-First Mindset & Enablement
As an AI-first company, Ushur encourages all team members—across every function—to embrace the opportunities AI brings to our work and our customers. We’re building a culture where continuously deepening our understanding of AI technologies and their practical applications is part of how we grow and deliver value. Team members are expected to leverage AI tools to enhance productivity, collaboration, and customer outcomes—and to support the adoption of Ushur’s AI-powered capabilities wherever they can drive impact. The ideal candidate is curious, adaptable, and proactive in exploring how AI can transform the way we work.
Why Join Us?
Thriving Company Culture. At Ushur, we foster a values-driven culture that prioritizes respect, inclusion, and collaboration. We empower every individual to thrive, contribute innovative ideas, and make a meaningful impact in a supportive and dynamic environment.
Bring Your Whole Self to Work. We celebrate diversity and believe that innovative ideas thrive in an inclusive environment where every team member is valued. As a dynamic start-up, we recognize that every individual makes a significant impact.
Rest and Recharge. Take advantage of unlimited PTO, wellness days (10 per year), paid holidays (10 holidays + full week off at the end of December), and more to prioritize your well-being and maintain balance.
Comprehensive Health Benefits. We’ve got you covered with health, dental, and vision plans tailored to meet the needs of you and your loved ones, plus additional offerings like life insurance, accident coverage, and more.
Invest in Your Future. We provide a 401(k) plan to support your retirement savings and stock options to give you a stake in our company’s success and growth.
Embrace Growth. One of our core values is Growth Mindset – we believe in lifelong learning. We offer opportunities to support your development, including assistance with certifications and continuing education related to your role at Ushur.
Flexible Work Options. We understand the importance of flexibility. For employees based near our HQ, we offer a hybrid work model that balances collaboration and autonomy. Fully remote roles are available for employees located outside of the HQ area, ensuring everyone can thrive in an environment that works best for them.
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The Company
What We Do
Ushur delivers the world’s first AI-powered Customer Experience Automation™ platform that has been purpose-built, from the ground up, to intelligently automate entire customer journeys, end to end. Designed to deliver delightful, hyper-personalized customer experiences through rapid issue resolution and unified, omnichannel engagement, Ushur is the first-of-its-kind system of intelligence. It combines Conversational Automation and Knowledge Work Automation in a No-Code, Cloud-native, SaaS platform to digitally transform every step of the complete enterprise customer experience – from Micro-engagements™ to entire customer journeys. Backed by leading investors including Third Point Ventures, 8VC, Pentland Ventures, Aflac Ventures and Iron Pillar, Ushur’s Customer Experience Automation™ solutions are currently in production at some of the leading insurance providers across the globe including Irish Life, Unum, Aetna, Cigna and Tower Insurance. Learn more at: www.ushur.com
