Senior Customer Success Manager

The Opportunity

As a Senior Customer Success Manager at UserTesting, you’ll 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 You’ll 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 We’re Looking For

• 5–7 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.

Don’t 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 we’re 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 perspectives—key 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 talentexperience@usertesting.com. 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.