Senior Customer Success Manager

United Kingdom

Apply with AI Apply

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Human Insight, Customer Experience, Product Development, SaaSIndustries

Requirements

Candidates should have 5-7 years of experience in Customer Success, Account Management, or a related SaaS role, with a proven track record of managing enterprise or large-scale accounts. A strong understanding of SaaS, customer success strategies, and CX/UX practices is required, along with excellent relationship-building, problem-solving, and project management abilities. Familiarity with customer success tools like Salesforce or Planhat is a plus, and the candidate must thrive in a fast-paced, dynamic environment with a customer-first mindset.

Responsibilities

The Senior Customer Success Manager will act as a trusted advisor to customers, helping them achieve their goals, maximize value from the UserTesting platform, and grow their investment. This involves deeply understanding customer objectives and aligning UserTesting solutions to their business outcomes, leading proactive engagements like QBRs and Success Plans, and promoting platform adoption through tailored enablement. The role also includes identifying opportunities for expansion, building trust to inspire advocacy, monitoring customer health, leading renewals, and collaborating with sales, product, and support teams to deliver measurable impact.

Skills

Customer Success

Relationship Management

Adoption

Value Realization

QBRs

Success Plans

Enablement

Best Practices

Product Roadmaps

Customer Health Monitoring

Customer Engagement

UserTesting

Provides customer insights for digital products

About UserTesting

UserTesting provides organizations with valuable customer insights to improve the development and delivery of digital products and experiences. Their platform allows clients to quickly gather feedback from a diverse audience, which helps in understanding user needs and preferences. This feedback can be obtained early in the product development cycle, reducing uncertainty and enhancing the relevance of the data collected. UserTesting differentiates itself by offering the most comprehensive experience research solution in the market, catering to a wide range of clients from small businesses to large enterprises. The company operates on a subscription-based model, generating revenue through recurring fees for access to its platform and services.

San Francisco, CaliforniaHeadquarters

2007Year Founded

$147.6MTotal Funding

IPOCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

1,001-5,000Employees

Risks

Increased competition from AI-driven platforms threatens UserTesting's market share.

Privacy regulations like GDPR may limit UserTesting's data collection capabilities.

Economic downturns could reduce client spending on user research services.

Differentiation

UserTesting offers a comprehensive on-demand human insights platform for customer-centric decisions.

The platform provides rapid, high-quality feedback from a diverse, global audience network.

UserTesting's extensive experience research solution minimizes guesswork in product development.

Upsides

UserTesting powers insights for 60% of the top 100 most valuable brands in 2024.

The company is expanding its global market presence with new executive appointments.

Growing demand for remote user testing solutions boosts UserTesting's market potential.

Land your dream remote job 3x faster with AI

Try Jobo Free