The Opportunity

At UserTesting, our mission is to help organizations bring human insight into every decision. As a Customer Success Manager, you’ll be a trusted advisor to our customers—championing their goals, helping them unlock the full potential of our platform, and driving long-term value through strategic partnerships. You’ll work closely with cross-functional teams and play a key role in renewals, product adoption, customer advocacy, and ongoing success planning. If you’re passionate about customer experience and want to empower businesses to build better products and services, we’d love to hear from you.

Responsibilities

• Act as a strategic partner by aligning UserTesting’s solutions with customers’ business goals and desired outcomes

• Build and maintain trusted relationships, proactively engaging customers through QBRs, workshops, onsite visits, and success planning

• Drive adoption by helping customers operationalize the UserTesting platform across their product development lifecycle

• Support smooth transitions from sales to onboarding and ensure a high-quality post-sale experience

• Collaborate with internal teams (Sales, Product, Support, etc.) to deliver a cohesive and customer-first approach

• Identify and nurture customer advocates for testimonials, case studies, and reference programs

• Monitor customer health and usage data to proactively address risks and uncover growth opportunities

• Lead renewal conversations and identify upsell opportunities through value-driven account growth strategies

Requirements

• 3+ years of experience in Customer Success, Account Management, or a related field—ideally within a SaaS or tech environment

• Proven ability to build relationships and grow accounts across multiple stakeholders and business functions

• Strong understanding of customer experience (CX), user experience (UX), and voice of the customer (VoC) programs

• Excellent communication, project management, and problem-solving skills

• Ability to work independently, navigate change, and thrive in a fast-paced environment

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

• Willingness to travel up to 20–25%

Don’t meet every single requirement?

We encourage you to apply anyway. Studies show that people from underrepresented backgrounds often don’t apply unless they meet 100% of the criteria. At UserTesting, we’re committed to building a diverse, inclusive, and empathetic team—and we’d love to hear from you.

Application Process

• Meet with a Recruiter

• Interview with the Hiring Manager

• Participate in a Panel Interview

• Offer Stage

Accommodations

At UserTesting, we’re committed to building accessible and inclusive experiences for every candidate. If you need accommodations during the interview process or have specific requests, please reach out to us at talentexperience@usertesting.com. If you’d prefer to speak to someone directly, just ask—we’re happy to help.

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.