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Customer Success Manager - Global Accounts



Customer Service, Sales & Business Development
United States · Remote
Posted on Saturday, May 11, 2024

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

  • Experience in Customer Success, Account Management, or Solutions Consulting role in the customer experience space.
  • Deep experience within customer success and/or account management.
  • Experience with SaaS (UX Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B 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 in the west coast.

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

  • Private Medical, Dental and Vision
  • Health Savings Account
  • Pre-Tax Benefit Accounts (FSA)
  • Commuter Benefits - transit and parking
  • Flexible Time off
  • Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
  • 401(k) Retirement Plan
  • Professional Development Stipend
  • Remote Equipment Expense Reimbursement
  • Mental Wellness Employee Assistance Program
  • Monthly wellness and telecommunications reimbursements
  • Paid quarterly volunteering days and Charity donation matching
  • Perks at Work discount scheme
  • Pet Insurance reimbursement
  • Employee Referral Program
  • Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: [email protected]. If you need to speak to someone please ask!


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.

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing [email protected].