Senior Customer Success Manager

About the position

As a Senior Customer Success Manager at UserTesting, you will play a pivotal role in driving customer success, retention, and growth. You’ll be the trusted advisor and advocate for our customers, ensuring they derive maximum value from our solution. Your responsibilities will span commercial renewals, customer adoption, advocacy, and strategic partnership building, with the ultimate goal of strengthening customer relationships and fostering a customer-first culture.

Responsibilities

• 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.
• 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.
• Build rapport with customers through deep discovery.
• Execute high and wide motions across your account base to identify and foster opportunities for value realization.
• 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.
• Serve as the primary advocate for your customers within UserTesting, sharing insights and feedback to improve products and services.
• Regularly assess the health of the customer, tracking engagement and usage to identify potential risks or opportunities for improvement.
• Proactively identify and resolve customer challenges, collaborating with technical support and other teams as needed to ensure timely resolution.
• Lead renewal negotiations 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.
• 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.

Requirements

• Candidates living in the west coast (MST or PST) is strongly preferred.
• Senior level experience in Customer Success, Account Management, or related roles, preferably in tech or SaaS.
• Proven ability to manage and grow customer relationships in a SaaS environment.
• Strong understanding of SaaS products and customer success strategies.
• Strong familiarity with Customer Experience/VOC programs, processes, and landscape.
• Solid understanding of User (UX) research, product & design development lifecycles, marketing strategies and lifecycles, and customer journeys.
• Exceptional communication and interpersonal skills for rapport-building and trust.
• Strong project management abilities and keen attention to detail.
• Demonstrated ability to align with enterprise clients or large-scale accounts.
• Familiarity with customer success tools (e.g., Salesforce, Planhat) is a plus.
• Experience with CX (Customer Experience) and UX (User Experience) is a plus.

Benefits

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking
• Flexible Time off (Full time salaried (exempt) employees)
• 12 Days of observed holiday entitlement
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee
• Perks at Work discount scheme
• Pet Insurance reimbursement
• Employee Referral Programme
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting.