Customer Success Manager
UserTesting
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- 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%
Benefits
- Accommodations for diverse backgrounds
- Equal Opportunity Employer
- Inclusive and accessible experiences
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessAccount ManagementSaaScustomer experienceuser experiencecustomer success strategies
Soft skills
communicationrelationship-buildingproblem-solvingproactive mindsetsolutions-oriented mindset