Customer Success Manager

UserTesting

8d

About The Position

We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback. We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus. Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers. Let’s build experiences people love—together. The Opportunity At UserTesting, our mission is to help organizations bring human insight into every decision. As a Customer Success Manager, you’ll be a trusted advisor to our customers—championing their goals, helping them unlock the full potential of our platform, and driving long-term value through strategic partnerships. You’ll work closely with cross-functional teams and play a key role in renewals, product adoption, customer advocacy, and ongoing success planning. If you’re passionate about customer experience and want to empower businesses to build better products and services, we’d love to hear from you.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related field—ideally within a SaaS or tech environment
• Proven ability to build relationships and grow accounts across multiple stakeholders and business functions
• Strong understanding of customer experience (CX), user experience (UX), and voice of the customer (VoC) programs
• Excellent communication, project management, and problem-solving skills
• Ability to work independently, navigate change, and thrive in a fast-paced environment
• Experience with customer success platforms (e.g., Salesforce, Planhat) is a plus
• Willingness to travel up to 20–25%

Responsibilities

• Act as a strategic partner by aligning UserTesting’s solutions with customers’ business goals and desired outcomes
• Build and maintain trusted relationships, proactively engaging customers through QBRs, workshops, onsite visits, and success planning
• Drive adoption by helping customers operationalize the UserTesting platform across their product development lifecycle
• Support smooth transitions from sales to onboarding and ensure a high-quality post-sale experience
• Collaborate with internal teams (Sales, Product, Support, etc.) to deliver a cohesive and customer-first approach
• Identify and nurture customer advocates for testimonials, case studies, and reference programs
• Monitor customer health and usage data to proactively address risks and uncover growth opportunities
• Lead renewal conversations and identify upsell opportunities through value-driven account growth strategies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed