Senior Customer Success Manager (6 Month Mat leave cover)
Senior Customer Success Manager (6 Month Mat leave cover)
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Job Description
Were UserTestingthe 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 processfrom ideation to launch. With the worlds 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 3000 organizations worldwideincluding 75 of the Fortune 100UserTesting 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.
Lets build experiences people lovetogether.
About Us
Were UserTesting a leader in human insights. We believe the path to understanding peopleand building great experiencesstarts with empathy. Working here means helping organizations tap into the human side of business to collaborate innovate and launch with confidence. We empower companies to connect with their audiences naturally and authentically through experiences that are intentionally human.
Trusted by over 3000 customers including 75 of the Fortune 100 UserTesting accelerates growth reduces costs and helps organizations close the experience gap. Join us and help build the engine for human understanding.
The Opportunity
As a Senior Customer Success Manager youll be the strategic partner and trusted advisor for our customersdriving adoption guiding renewals and uncovering new growth opportunities. Youll bring clarity confidence and creativity to every customer interaction helping organizations achieve meaningful outcomes through our platform. Your impact will be seen in customer success retention and advocacyhelping businesses truly embed customer feedback into everything they do.
The Team
Youll be joining a dynamic and collaborative Customer Success team that partners closely with Sales Product Marketing and Support to help our customers succeed. Our team spans across time zones and brings together a wealth of customer-centric experience all working towards a single mission: helping our customers drive business impact through human insight.
What Were Looking For
Were looking for someone who is curious strategic and empatheticsomeone who understands how to align solutions with business outcomes and thrives on building strong long-term relationships.
Youll bring:
Extensive experience in Customer Success Account Management or a related roleideally in SaaS or tech
Proven ability to manage and grow relationships with enterprise or large-scale accounts
Deep understanding of CX and/or UX programs product development and customer journeys
Strategic mindset and experience using success plans QBRs or executive workshops to drive adoption and value
Excellent communication skills and a strong ability to build trust across all levels of an organization
Experience with customer success tools (e.g. Salesforce Planhat) is a plus
Proactive problem-solving approach with the ability to resolve complex challenges
Experience identifying upsell or cross-sell opportunities in collaboration with account teams
Comfortable leading renewals and working with commercial stakeholders
Ability to operate in a fast-paced dynamic environment
Dont meet every single requirement but excited about the role
We encourage you to apply! Research shows that some peopleespecially from underrepresented groupsare less likely to apply unless they meet every single requirement. But you might be just the right person for this or other roles. We believe diversity of backgrounds experiences and thinking makes us stronger.
Application Process
Meet with a Recruiter
Meet the Hiring Manager
Participate in Skill and Stakeholder Interviews
Offer Stage
Accommodations
At UserTesting were committed to building inclusive and accessible experiences for all candidates. If theres anything we can do to make the interview process more accessible for you please let us know at .
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.
Required Experience:
Manager
Employment Type
Full-Time
