Senior Customer Success Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Human Insight, Customer Experience, Product Development, SaaSIndustries

Requirements

Candidates should possess a Bachelor's degree or equivalent experience, with 5-7 years in Customer Success, Account Management, or related tech/SaaS roles. Proven ability to manage and grow large customer relationships, particularly with Fortune 500 companies in a SaaS environment, is essential. Experience with CX and UX is considered a plus. A strong understanding of SaaS products and customer needs is required.

Responsibilities

The Senior Customer Success Manager will act as a strategic partner to customers, understanding their business goals and aligning UserTesting solutions to drive value realization. This role involves leading the renewal process, identifying upsell/cross-sell opportunities, and driving platform adoption through tailored engagement strategies, training, and best practices. Responsibilities also include building customer advocacy, serving as the voice of the customer internally, monitoring customer health, resolving issues, and collaborating with cross-functional teams to ensure customer success and satisfaction.

Skills

Customer Success Management

Strategic Partnerships

Customer Relationship Management

Product Development Lifecycle

Change Management

Renewals

Upselling

Cross-selling

Platform Adoption

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.

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