UserTesting is hiring a Senior Customer Success Manager to ensure our English-speaking customers achieve meaningful outcomes and long-term value from our platform. You'll act as a strategic advisor and advocate, driving success, retention, and growth.
What You'll Do
- Drive success, retention, and growth within our English-speaking customer base.
- Be the strategic advisor and advocate for your customers.
- Ensure customers achieve meaningful outcomes and long-term value from the UserTesting platform.
- Lead renewal conversations.
- Drive platform adoption and surface new growth opportunities.
- Build trusted, lasting partnerships across customer organizations.
What We're Looking For
- Extensive experience in Customer Success, Account Management, or similar roles in a SaaS environment.
- A strategic mindset with the ability to align customer goals to UserTesting solutions.
- Strong commercial acumen—comfortable leading renewals and identifying growth opportunities.
- Familiarity with Customer Experience (CX), UX research, and product design lifecycles.
- Confidence facilitating QBRs, workshops, and stakeholder discussions that drive value.
- Ability to operate high-and-wide within accounts, building trusted relationships across functions.
- Proactive and solution-oriented approach to problem-solving.
- Excellent communication, interpersonal, and stakeholder management skills.
- Strong project management skills within complex organizations.
Nice to Have
- Familiarity with tools such as Salesforce and Planhat.
Team & Environment
You will be part of a global Customer Success team located across North America and EMEA.
Work Mode
This role can be based in North America or EMEA.
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. UserTesting will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.
