About Us
We’re UserTesting, a leader in human insights. We believe the path to understanding people—and building great experiences—starts with empathy. Working here means helping organizations tap into the human side of business to collaborate, innovate, and launch with confidence. We empower companies to connect with their audiences naturally and authentically through experiences that are intentionally human.

Trusted by over 3,000 customers, including 75 of the Fortune 100, UserTesting accelerates growth, reduces costs, and helps organizations close the experience gap. Join us, and help build the engine for human understanding.

The Opportunity
As a Senior Customer Success Manager, you’ll be the strategic partner and trusted advisor for our customers—driving adoption, guiding renewals, and uncovering new growth opportunities. You’ll bring clarity, confidence, and creativity to every customer interaction, helping organizations achieve meaningful outcomes through our platform. Your impact will be seen in customer success, retention, and advocacy—helping businesses truly embed customer feedback into everything they do.

The Team
You’ll be joining a dynamic and collaborative Customer Success team that partners closely with Sales, Product, Marketing, and Support to help our customers succeed. Our team spans across time zones and brings together a wealth of customer-centric experience, all working towards a single mission: helping our customers drive business impact through human insight.

What We’re Looking For
We’re looking for someone who is curious, strategic, and empathetic—someone who understands how to align solutions with business outcomes and thrives on building strong, long-term relationships.

You’ll bring:

• Extensive experience in Customer Success, Account Management, or a related role—ideally in SaaS or tech

• Proven ability to manage and grow relationships with enterprise or large-scale accounts

• Deep understanding of CX and/or UX programs, product development, and customer journeys

• Strategic mindset and experience using success plans, QBRs, or executive workshops to drive adoption and value

• Excellent communication skills and a strong ability to build trust across all levels of an organization

• Experience with customer success tools (e.g., Salesforce, Planhat) is a plus

• Proactive, problem-solving approach with the ability to resolve complex challenges

• Experience identifying upsell or cross-sell opportunities in collaboration with account teams

• Comfortable leading renewals and working with commercial stakeholders

• Ability to operate in a fast-paced, dynamic environment
  

Don’t meet every single requirement but excited about the role?
We encourage you to apply! Research shows that some people—especially from underrepresented groups—are less likely to apply unless they meet every single requirement. But you might be just the right person for this or other roles. We believe diversity of backgrounds, experiences, and thinking makes us stronger.

Application Process
✅ Meet with a Recruiter
✅ Meet the Hiring Manager
✅ Participate in Skill and Stakeholder Interviews
✅ Offer Stage

Accommodations
At UserTesting, we’re committed to building inclusive and accessible experiences for all candidates. If there’s anything we can do to make the interview process more accessible for you, please let us know at talentexperience@usertesting.com.

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.