Job Description
Customer Success Manager – Enterprise
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 understandingseeing 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 businesstransforming 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 for some of our Enterprise accounts you are responsible for creating and maintaining successful partnerships as a trusted advisor with a portfolio of high-value customers and ensuring they realise maximum value from our platform and services by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points. Your role will include owning Success Plans, driving internal adoption plans, delivering Executive Business Reviews, and ensuring the customer journey is followed within your customer base. You will focus on ensuring your customers are adopting our solutions by managing the end-to-end customer experience from platform adoption to engagement to retention. You will partner closely with Sales to manage account strategy and relationships, and with Renewal Managers to ensure retention and uncover growth.
Our most successful CSMs understand their customers’ UX strategy and how this fits into their wider company objectives. They do this through perceptiveness, constant curiosity, and the ability to challenge customers in a productive way.
The Team
Choosing to join our CS team means becoming part of a passionate group of CSMs transforming the way companies learn about their customers and build better products and experiences. We have a world-class CS team worldwide, based in North America, EMEA, and APAC, with a key focus on helping customers adopt our technology and realise maximum ROI from our solutions.
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.