Senior Customer Success Manager

London - UK

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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.

The Opportunity

As a Senior Customer Success Manager at UserTesting youll be a trusted advisor to our customers helping them achieve their goals maximize value from our platform and grow their investment with us. This role is pivotal in strengthening customer relationships driving adoption and ensuring long-term success.

What Youll Do

Strategic Partnering: Deeply understand customer objectives and align UserTesting solutions to their business outcomes. Lead proactive engagements such as QBRs workshops and Success Plans to ensure value realization.
Customer Adoption & Growth: Promote platform adoption through tailored enablement resources and best practices. Identify opportunities to expand use cases across functions like marketing design CX and digital.
Advocacy & Voice of the Customer: Build trust to inspire advocacy develop champions for case studies and references and share customer insights internally to influence product roadmaps and strategies.
Health & Retention: Monitor customer health and engagement proactively address challenges and lead renewals with a focus on long-term satisfaction.
Collaboration: Work closely with sales product and support teams as part of a cohesive account team aligning on strategy and execution to deliver measurable impact.

What Were Looking For

57 years in Customer Success Account Management or a related SaaS role with experience managing enterprise or large-scale accounts.
Strong understanding of SaaS customer success strategies and CX/UX practices.
Skilled communicator with excellent relationship-building problem-solving and project management abilities.
Proven track record of driving adoption retention and revenue growth.
Familiarity with customer success tools (e.g. Salesforce Planhat) is a plus.
Thrives in a fast-paced dynamic environment with a customer-first mindset.

Dont meet every single requirement but excited about the role

We encourage you to apply! Research shows that some groups are less likely to apply unless they meet 100% of the criteria. You may be just the right candidate for this or other roles. We know diverse perspectives foster innovation and were committed to building a team that reflects a variety of backgrounds experiences and skills.

Application Process

Meet with a Recruiter
Meet the Hiring Manager
Participate in a Skill Interview and Stakeholder Interview
Offer Stage

Accommodations

At UserTesting we are committed to providing inclusive and accessible experiences for all candidates. We pride ourselves on building empathy and value diverse perspectiveskey to creating exceptional experiences for everyone. If you require accommodations or have any requests about how we could tailor our interview process to better suit your needs please contact us at . If you need to speak to someone just let us know!

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

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 i...