Customer Success Manager

21 hours ago

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UserTesting

WebsiteLinkedInAll Job Openings

SaaS • Enterprise • B2B

UserTesting is a platform that provides businesses with human insights on their digital products and experiences. By facilitating video-based feedback from real people, it helps companies understand exactly how customers interact with their websites, apps, and prototypes. UserTesting allows organizations to target diverse audiences, gather in-depth consumer insights, and measure performance to create better user experiences. The platform serves teams of all sizes, from startups to enterprises, across various industries including eCommerce, financial services, gaming, healthcare, and more. With AI-powered tools, UserTesting accelerates research processes, enabling fast and efficient feedback collection and analysis.

501 - 1000 employees

Founded 2007

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 Grant on 2020-11

📋 Description

• Act as a strategic partner by aligning UserTesting’s solutions with customers’ business goals and outcomes • Create and execute Customer Success Plans that drive adoption, maturity, and value realization across the customer lifecycle • Lead renewal discussions and identify upsell and cross-sell opportunities in collaboration with internal stakeholders • Deliver training, insights, and best practices that empower customers to maximize platform value • Build strong relationships and foster advocacy by identifying champions and amplifying success stories • Monitor customer health and proactively address risks or roadblocks in partnership with support and product teams • Collaborate internally across Sales, Product, Marketing, and Support to deliver a consistent and impactful customer experience

🎯 Requirements

• 3+ years in Customer Success, Account Management, or related roles—preferably in a SaaS or tech environment • Proven success managing large customer relationships, including Fortune 500 accounts • Strong knowledge of SaaS, customer success strategies, and customer experience (CX) or user experience (UX) practices • Excellent communication, relationship-building, and problem-solving skills with a proactive, solutions-oriented mindset • Familiarity with customer success platforms like Salesforce or Planhat is a plus • Ability to travel up to 30%

🏖️ Benefits

• Accommodations for diverse backgrounds • Equal Opportunity Employer • Inclusive and accessible experiences