Senior Manager, Customer Success

The Opportunity
As the Manager/Sr. Manager, Customer Success, you will be responsible for managing a team of highly collaborative Customer Success Managers (CSMs) with the responsibility for increasing revenue and retention. This involves working cross-functionally with our Sales, Product, Marketing, Support, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.

Strategic Leadership

• Develop and implement a customer success strategy, including programs, playbooks, and success plans that drive retention, expansion, and customer health

• Set the vision for customer engagement and value realization, ensuring alignment with business objectives across industries

• Guide and empower the team to deliver effective C-level presentations and Business Reviews that demonstrate business impact

• Build and nurture executive relationships with key customers, positioning UserTesting as a strategic partner

• Drive initiatives that connect the UserTesting platform to industry-specific, value-driven use cases

Team Management

• Lead, mentor, and develop a team of experienced CSMs, fostering a culture of collaboration, accountability, and continuous growth

• Establish best practices and frameworks for customer success plans that drive measurable business outcomes

• Provide coaching to CSMs on strategic engagement, stakeholder management, and executive alignment

• Develop scalable processes that enable the team to proactively drive adoption, retention, and expansion

Client Engagement and Retention

• Partner with sales leadership to define and execute account strategies that maximize growth and retention

• Establish frameworks for identifying and mitigating risk across the customer base, ensuring long-term success

• Develop strategies that enable the team to partner with customers on value-driven journeys aligned with business objectives

• Define and measure success metrics that improve customer experience and strengthen long-term relationships

Operational Excellence

• Advocate for customer needs by collaborating with Product, Marketing, and other teams to influence the roadmap and enhance the customer experience

• Use data and analytics to identify trends, improve engagement strategies, and optimize customer success programs

• Drive continuous improvement by implementing scalable best practices that enhance efficiency and impact

What we're looking for

• 2-4 years of experience leading a Customer Success Team responsible for driving success with Fortune 500 and larger enterprise businesses

• Strong consultative experience managing large enterprise relationships 

• Strong familiarity with Customer Experience/VOC programs, processes, and landscape.

• Solid understanding of User (UX) research, product & design development lifecycles, marketing strategies and lifecycles, and customer journeys. 

• In-depth experience in account management/customer success at a SaaS company

• Demonstrated ability to build and maintain strong relationships with senior executives and decision-makers, driving strategic alignment and long-term partnership success

• Proven experience developing and leading scalable cross-functional programs that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth and gross retention

• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers

• Problem-solving mindset with a focus on providing proactive solutions.

• Strategic thinker with a strong customer focus

• Ability to thrive in a fast-paced, dynamic work environment

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.