The Opportunity

The Senior Manager, Customer Success is accountable for building long-term customer and GTM relationships, optimizing test fulfillment and delivery operations, and establishing data-driven frameworks that enhance customer adoption, panel reliability, and operational efficiency; ultimately mitigating customer churn.

Job Responsibilities

Leadership & Team Management

• Lead and develop a team of ASCSMs across NAM and EMEA, ensuring strategic, consultative customer and GTM engagements.

• Directly manage offshore Team Leads; providing oversight, guidance, and operational direction to ensure success of the operation

• Monitor performance of offshore teams consisting of Custom Fieldwork Specialists, Sample Boost Specialists, and Test Review Specialists.

• Define and monitor KPIs related to customer satisfaction, retention, enablement impact, participant quality, fill rates/speed, and screener/test design error reduction.

• Coach and mentor team members to foster professional growth, strategic thinking, and innovation.

• Ensure effective resourcing across teams to balance quality, speed, and cost efficiency.

• Promote a culture of collaboration, accountability, operational rigor, and customer-first thinking.
  

Operational Excellence

• Establish and maintain scalable best practices for recruitment consultations, sample management, test QA, custom fieldwork execution, and customer support.

• Ensure successful delivery of custom fieldwork projects, test QA and sample fulfillment processes.

• Implement standardized frameworks and workflows that enhance quality, speed, and operational consistency.

• Manage customer and GTM escalation handling, ensuring timely and effective resolution to maintain customer satisfaction.

• Drive continuous improvement by identifying bottlenecks, analyzing performance data, and optimizing processes to increase efficiency and reliability.
  

Strategic Partnership & Cross-Functional Collaboration

• Acts as a trusted advisor to GTM, guiding them on recruitment best practices that strengthen panel health and improve test outcomes for our customers.

• Partner closely with Sales, Solution Consultants, Customer Success, and AS Pre-Sales to ensure a seamless customer experience from pre-sales through delivery.

• Collaborate with Product and Panel Growth teams to share customer insights and influence product innovation, roadmap decisions, and panel strategy.

• Align with GTM leadership to support retention and expansion goals, ensuring consistent engagement across regions and customer segments.

• Represent Audience Solutions in leadership forums and provide visibility into operational performance, customer success and panel health.
  

Data-Driven Insights & Feedback Loops

• Develop and refine frameworks to measure and improve customer stickiness, adoption, and overall value realization.

• Use data to identify trends in panel quality, performance, and test fulfillment reliability, informing strategic business decisions.

• Create structured feedback loops that ensure insights from customers, ASCSMs, and delivery operations directly influence process improvements, panel growth and product enhancements.

• Contribute to forecasting, planning, and resourcing models rooted in operational and customer data.

Qualifications

• Extensive experience in Customer Success, Account Management, MR/UXR, Panel and/or Recruitment Operations.

• Strong understanding of participant recruitment strategies, panel health metrics, sampling methodologies, and test QA processes.

• Deep familiarity with research operations, and panel management best practices.

• Demonstrated success leading global or cross-regional teams.

• Excellent leadership, coaching, and stakeholder management skills.

• Strategic, data-driven mindset with the ability to operationalize insights and improve processes.

• Exceptional communication and influencing skills across all levels of the organization.

• Strong analytical and problem-solving capabilities with exceptional attention to detail.

• Proven ability to drive customer adoption, strengthen customer relationships and mitigate churn.

• CRM systems (Salesforce or similar).

• Microsoft Office and Google Workspace.

• Familiarity with project/collaboration platforms such as Monday.com, Jira, or Zendesk a plus.

• BA/BS degree in Business, Marketing, Research, or related field.

• 7+ years of experience in Customer Success, Professional Services, or a related field.

• 3+ years of people leadership experience with direct reports.

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.