Job Description
Customer Success Manager – Global East
at UserTesting (View all jobs)
Remote – U.S.
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
You are responsible for creating and maintaining successful partnerships with a portfolio of strategic customers and ensuring they realize maximum value from our platform and services. CSMs at UserTesting are consultative business partners that help solve customers’ business challenges through strategic planning and engagement, aligning and demonstrating the value of UT solution against our customers’ initiatives to deliver positive business outcomes.
- Serve as a strategic, trusted advisor to customers by providing prescriptive solutions, recommendations, enablement, and best practices on how UserTesting can address and map to customer business goals, needs, and pain points.
- Identify customer’s business goals and initiatives, and uncover unmet needs and challenges.
- Manage the end-to-end customer experience from platform adoption to engagement and retention and serve as the voice of the customer inside UserTesting.
- Provide recommendations and best practices on how UserTesting can address business goals and initiatives, unmet needs, and challenges
- Partner closely with your account teams (Global Account Director, Solutions Consultant, Renewal Manager) to manage account strategy, execution, and overall relationship to drive customer engagement, growth, and retention
- As a Subject Matter Expert/Thought Leader, help customers define, drive, and adopt new use cases and strategies
- Exercise best practices in change management to drive and support your customers in scaling insights programs organization wide
- Develop and implement tailored strategies to ensure our product is deployed and utilized to meet your customer’s goals and objectives and delivers value within their organization.
- In partnership with your customers, develop and define success criteria and planning to ensure the UserTesting solution aligns to and delivers against Company goals & initiatives
The Team
Choosing to join our CS team means becoming part of a passionate group of CSMs traansforming the way companies learn about their customers and build better products and experiences. You would be joining a team of world-class CSMs focused in Eastern North America. You will also work cross functionally with our Sales, Product, Marketing, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.
What we are looking for
- 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.
- Passion for web technologies and great user experience.
- A track record of successfully managing projects and programs, setting priorities, and staying organized 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.
- Desire to help mentor and develop other members of the Customer Success team.
- Ability to work cross-functionally in a high-growth environment with attention to detail and a positive attitude.