Senior Manager, Customer Success

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Human Insight, Customer ExperienceIndustries

Requirements

Candidates should have extensive experience in Customer Success, Account Management, or similar roles within a SaaS environment, with 2-4 years of experience leading a Customer Success Team focused on Fortune 500 and enterprise businesses. A strategic mindset, strong commercial acumen, familiarity with Customer Experience (CX), UX research, and product design lifecycles, and excellent communication and interpersonal skills are essential. Experience with Salesforce and Planhat is a plus.

Responsibilities

The Senior Manager, Customer Success will act as a strategic advisor and advocate for English-speaking customers, ensuring they achieve meaningful outcomes and long-term value from the UserTesting platform. This role involves leading renewals, driving platform adoption, identifying growth opportunities, building trusted partnerships, and facilitating QBRs and workshops to demonstrate value.

Skills

Customer Success

Account Management

SaaS

Strategic Planning

Commercial Acumen

Renewal Management

Customer Relationship Management

Sales

Product Knowledge

Marketing

Customer Support

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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