Senior Customer Success Manager

Act as a strategic partner by understanding customer business goals and aligning UserTesting solutions to their needs. Drive customer value realization through proactive engagement and Customer Success Plans. Lead renewal processes and negotiations, focusing on growth and customer satisfaction. Identify upsell and cross-sell opportunities in collaboration with internal stakeholders. Drive adoption of UserTesting's platform by tailoring engagement strategies to customer objectives. Deliver training, resources, and best practices to maximize customer value. Stay current with product features and updates to inform customers. Build trust and long-term relationships to foster customer advocacy. Identify and nurture customer champions for case studies, testimonials, and reference programs. Serve as the primary advocate for customers within UserTesting, sharing insights to improve products and services. Partner with product, marketing, and support teams to influence roadmaps and prioritize customer needs. Regularly assess customer health, tracking engagement and usage to identify risks or opportunities. Proactively identify and resolve customer challenges by collaborating with technical support and other teams. Build strong internal relationships with cross-functional teams, including sales, marketing, product, and support, to ensure a cohesive customer experience.