Senior Customer Success Manager - West Coast

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 Customer Success Manager at UserTesting, you are responsible for creating and maintaining successful partnerships with one of our largest customers and ensuring they realize maximum value from our platform and services. CSMs at UserTesting are trusted business partners that help solve customers' business challenges through success planning and engagement, aligning and demonstrating the value of UT solution against our customers' initiatives to deliver positive business outcomes. This is accomplished through high-touch engagements, regular executive-level business reviews, and scaled communication programs. In this role, a Customer Success Manager also serve as the voice of the customer within the organization by sharing insights with cross-functional teams to inform the business of customer needs.

• Serve as a trusted advisor to our largest customers by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• Focus on increasing usage of UserTesting solutions by providing prescriptive guidance and recommending use cases. 
• Manage the end-to-end customer experience from platform adoption to engagement to retention and serve as the voice of the customer within the organization.
• Partner closely with sales to manage account strategy and relationships and with renewal managers to ensure retention and uncover growth. 
• Implement tailored strategies to ensure our product is deployed, adopted, and utilized in a way that meets your customer’s objectives and is effective within their organization.
• Develop, lead, and deliver effective presentations and Business Reviews.
• Effectively share industry trends, marketing resources, and relevant case studies within your account portfolio.
• Identify customer’s business goals and initiatives, and uncover unmet needs and challenges.
• In partnership with your customers, develop and define success criteria and planning to ensure the UserTesting solution aligns to and delivers against customer goals & initiatives.

What we are looking for

• Advanced experience in Customer Success, Account Management, or Solutions Consulting role in the customer experience space.
• Experience with SaaS (UX Research, Market Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B accounts.
• Preferred experience with large Fortune 100 accounts
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• A track record of successfully managing projects and programs, setting priorities, and staying organised while managing a diverse book of business.
• Proven experience leading cross-functional initiatives with customers that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth.
• Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.
• Individuals living on the west coast, for proximity to customer location 

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits