Senior Customer Success Manager

About UserTesting

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback.

We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus.

Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers. Let’s build experiences people love—together.

Employment Type: Full time

The Opportunity

We’re looking for a Senior Customer Success Manager to help drive success, retention, and growth within our English-speaking customer base. In this role, you’ll be the strategic advisor and advocate for your customers, ensuring they achieve meaningful outcomes and long-term value from the UserTesting platform. From leading renewals to driving platform adoption and surfacing new opportunities, you’ll play a key role in building trusted, lasting partnerships.

The Team

You’ll be part of a global Customer Success team that’s passionate about helping customers turn human insight into action. We’re a collaborative bunch located across North America and EMEA, working closely with Sales, Product, Marketing, and Support to champion our customers and help them succeed at scale.

What We’re Looking For

• Extensive experience in Customer Success, Account Management, or similar roles in a SaaS environment
• A strategic mindset with the ability to align customer goals to UserTesting solutions
• Strong commercial acumen—comfortable leading renewal conversations and spotting growth opportunities
• Familiarity with Customer Experience (CX), UX research, and product design lifecycles
• Confident facilitating QBRs, workshops, and stakeholder discussions that drive value
• Comfortable operating high-and-wide within accounts, building trusted relationships across functions
• Proactive and solution-oriented approach to problem-solving
• Excellent communication and interpersonal skills
• Strong project and stakeholder management skills across complex organizations
• Familiarity with tools such as Salesforce and Planhat is a bonus

Encouragement to Apply: Don’t meet every single requirement but excited about the role? We encourage you to apply! Research shows that some candidates, especially from underrepresented backgrounds, hesitate to apply unless they meet 100% of the criteria. But you might be just the person we’re looking for.

Application Process

• Meet with a Recruiter
• Meet the Hiring Manager
• Participate in a Skill Interview and Stakeholder Interview
• Offer Stage

Accommodations

At UserTesting, we’re committed to providing more inclusive and accessible experiences for all candidates. We pride ourselves on building empathy and believe diverse perspectives are key to creating exceptional experiences. If you require accommodations or have specific requests to make our interview process more accessible, please contact us at: talentexperience@usertesting.com. If you’d prefer to speak to someone directly, just ask—we’re here to help.

Equal Opportunity Employer: UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.