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

Key Responsibilities

Strategic Partnerships

• Act as a strategic partner by deeply understanding customer business goals and aligning UserTesting solutions to their needs.
• Be responsible for understanding customers’ desired outcomes and driving requisite activities to help them achieve value realization through proactive engagement and by creating Customer Success Plans.
• Demonstrate the ability to drive maturity into the customer Product Development Lifecycle (PDLC).
• Demonstrate excellence in change management by inspiring customers to evaluate and adjust their internal processes and procedures to embed feedback into their business.

Renewals and Upsells

• Lead the renewal process and negotiations for key segments of the customer base, with a focus on helping to drive growth and maintaining customer satisfaction.
• Identify upsell and cross-sell opportunities, collaborating with internal stakeholders to achieve revenue targets.

Customer Adoption

• Drive adoption of UserTesting’s platform by understanding customer objectives and tailoring engagement strategies.
• Deliver training, resources, and best practices to help customers maximize value and achieve success.
• Stay up-to-date with the latest product features and updates, ensuring that customers are informed and can maximize the value they derive from the platform.
• Be curious and consistently build rapport with customers through deep discovery.
• Demonstrate the ability to execute high and wide motions across your account base to identify and foster opportunities for value realization.

Customer Advocacy

• Build trust and long-term relationships to inspire customers to become advocates for UserTesting.
• Identify and nurture customer champions for case studies, testimonials, and reference programs.
• Be able to drive value realization and continue the conversation throughout the customer journey.

Voice of the Customer

• Serve as the primary advocate for your customers within UserTesting, sharing insights and feedback to improve products and services.
• Partner with product, marketing, and support teams to influence roadmaps and prioritize customer needs.

Customer Health Monitoring

• Regularly assess the health of the customer, tracking engagement and usage to identify potential risks or opportunities for improvement.

Issue Resolution

• Proactively identify and resolve customer challenges, collaborating with technical support and other teams as needed to ensure timely resolution.

Team Collaboration

• Build strong internal relationships with cross-functional teams, including sales, marketing, product, and support, to form a cohesive account team.
• Contribute to a collaborative, customer-focused culture within UserTesting.

Qualifications

Education

• Bachelor’s degree or equivalent experience.

Experience

• 5-7 years in Customer Success, Account Management, or related roles, preferably in tech or SaaS.
• Proven ability to manage and grow large customer relationships (Fortune 500) in a SaaS environment.
• Experience with CX (Customer Experience) and UX (User Experience) is a plus.

Skills

• Strong understanding of SaaS products and cust