About Us:

What makes the difference between a product that's engaging, compelling, and easy to use and one that's frustrating, broken, and complicated? The answer is user experience. Here at UserTesting, our mission is to help our customers create great experiences. We enable every organization to deliver the best customer experience powered by human insight. 

About the team:

The Global Customer Success Team is responsible for driving gross and net retention for UserTestings largest and most strategic accounts. Global Customer Success Managers are part of a highly collaborative team, working closely with their peers and their respective Account Teams to drive successful outcomes.  You'll be a part of a team of 15 CSM’s located throughout the United States.  

The Opportunity:

As a Customer Success Manager for our Global Accounts, you are responsible for creating and maintaining successful partnerships with a portfolio of strategic customers and ensuring they realize maximum value from our platform and services. This position works cross-functionally with our Sales, Product, Marketing, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience. We're looking for candidates located in all markets,  as this position can be remote.

What We’re Looking For:

• Manage the end-to-end customer experience from platform adoption to engagement and retention and serve as the voice of the customer inside UserTesting.
• Nurture and expand relationships with end-users and stakeholders through responsive and value-add communications.
• Develop and implement tailored strategies to ensure our product is deployed and utilized in a way that meets your customer’s objectives and is effective within their organization.
• Develop, lead, and deliver effective C-level presentations and Business Reviews.
• Own customer health and develop and deliver effective engagement programs and playbooks.
• Develop and execute in-depth customer success plans that deliver results.
• Serve as a strategic, trusted advisor to customers by providing enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.
• Partner closely with sales to manage account strategy and relationships, and renewal managers to ensure customer growth and retention. 
• Conduct on-site meetings and adoption programs.

 Requirements

• A minimum of 5 years of account management or customer success experience with Fortune 500 businesses.
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• 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.
• A track record of successfully managing projects and programs, setting priorities and staying organized while managing a diverse book of business.
• Elite communication skills and EQ; you enjoy building relationships, overcoming obstacles, challenging customers to think bigger, and conducting highly strategic client interactions.
• Proactive, independent and energetic attitude with the desire to be a key player on a results-oriented team.
• Entrepreneurial spirit with a passion for technology and product development.
• 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.
• Bachelor’s degree or equivalent work experience.

Why you’ll love working for UserTesting:

We’re honored to be named a 2020 Inc. Best Workplace, and named to Deloitte’s Technology Fast 500 List, among a variety of other awards. Joining UserTesting means being part of a passionate team focused on transforming the way companies learn about their users. 

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. 

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Besides a great work environment and the opportunity to change the world we’re also growing fast — join us!