Senior Customer Success Manager

We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.
 

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Opportunity

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.

What you will do

• Strategic Partnerships

  • 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.

• Customer Adoption

  • 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.

  • Be curious and consistently build rapport with customers through deep discovery.

  • Demonstrate the ability to execute high and wide motions across your account base to identify and foster opportunities for value realization.

• Customer Advocacy

  • 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.

  • Be able to drive value realization and continue the conversation throughout the customer journey.

• Voice of the Customer

  • Serve as the primary advocate for your customers within UserTesting, sharing insights and feedback to improve products and services.

  • Partner with product, marketing, and support teams to influence roadmaps and prioritize customer needs.

• Customer Health Monitoring

  • Regularly assess the health of the customer, tracking engagement and usage to identify potential risks or opportunities for improvement.

• Issue Resolution

  • Proactively identify and resolve customer challenges, collaborating with technical support and other teams as needed to ensure timely resolution.

• Renewals and Upsells

  • 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.

• Team Collaboration

  • Build strong internal relationships with cross-functional teams, including sales, marketing, product, and suppo