Customer Success Manager

The Opportunity

At UserTesting, we help companies create exceptional experiences by bringing real human insight into every decision. As a Customer Success Manager (CSM), you’ll be at the heart of this mission—empowering customers to unlock the full potential of our platform. You’ll serve as a trusted advisor to a portfolio of customers, driving engagement, adoption, and growth through strategic partnership and advocacy. From renewals to upsells, from onboarding to optimization, you’ll own the customer journey and play a key role in their success—and ours.

This is a great opportunity to work cross-functionally, develop deep customer relationships (including with enterprise accounts), and help shape how world-class companies build products, services, and experiences.

Responsibilities

• Act as a strategic partner by aligning UserTesting’s solutions with customers’ business goals and outcomes

• Create and execute Customer Success Plans that drive adoption, maturity, and value realization across the customer lifecycle

• Lead renewal discussions and identify upsell and cross-sell opportunities in collaboration with internal stakeholders

• Deliver training, insights, and best practices that empower customers to maximize platform value

• Build strong relationships and foster advocacy by identifying champions and amplifying success stories

• Monitor customer health and proactively address risks or roadblocks in partnership with support and product teams

• Collaborate internally across Sales, Product, Marketing, and Support to deliver a consistent and impactful customer experience

Requirements

• 3+ years in Customer Success, Account Management, or related roles—preferably in a SaaS or tech environment

• Proven success managing large customer relationships, including Fortune 500 accounts

• Strong knowledge of SaaS, customer success strategies, and customer experience (CX) or user experience (UX) practices

• Excellent communication, relationship-building, and problem-solving skills with a proactive, solutions-oriented mindset

• Familiarity with customer success platforms like Salesforce or Planhat is a plus

• Ability to travel up to 30%

Don’t meet every single requirement but excited about the role? We encourage you to apply!
We know that diverse perspectives fuel innovation. You might be the perfect fit for this or another role—even if you don’t check every box.

Application Process

• Meet with a Recruiter

• Meet the Hiring Manager

• Participate in Panel Interview

• Offer Stage

Accommodations

At UserTesting, we’re committed to providing inclusive and accessible experiences for all candidates. If you require accommodations or would like to request adjustments to the interview process, please contact us at [email protected].

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.