Customer Success Manager - Enterprise - job 1 of 2

The Opportunity

As a Customer Success Manager for some of our Enterprise accounts you are responsible for creating and maintaining successful partnerships as a trusted advisor with a portfolio of high-value customers and ensuring they realise maximum value from our platform and services by providing product enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points. Your role will include owning Success Plans, driving internal adoption plans, delivering Executive Business Reviews, and ensuring the customer journey is followed within your customer base. You will focus on ensuring your customers are adopting our solutions by managing the end-to-end customer experience from platform adoption to engagement to retention. You will partner closely with Sales to manage account strategy and relationships, and with Renewal Managers to ensure retention and uncover growth.

Our most successful CSMs understand their customers' UX strategy and how this fits into their wider company objectives. They do this through perceptiveness, constant curiosity, and the ability to challenge customers in a productive way.

The Team

Choosing to join our CS team means becoming part of a passionate group of CSMs transforming the way companies learn about their customers and build better products and experiences. We have a world-class CS team worldwide, based in North America, EMEA, and APAC, with a key focus on helping customers adopt our technology and realise maximum ROI from our solutions.

What we are looking for

• Deep experience within customer success and/or account management.
• Experience with SaaS (UX Research, Analytics, Data Visualization preferred) in a customer-facing role across B2B accounts.
• A firm understanding of User Experience (UX) and Customer Experience (CX) principles.
• Passion for web technologies and great user experience.
• A track record of successfully managing projects and programs, setting priorities, and staying organized while managing a diverse book of business.
• 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.
• 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.

Don't meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Perks and Benefits

• Private Medical, Dental and Vision
• Health Savings Account
• Pre-Tax Benefit Accounts (FSA)
• Commuter Benefits - transit and parking
• Flexible Time off
• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance
• 401(k) Retirement Plan
• Professional Development Stipend
• Remote Equipment Expense Reimbursement
• Mental Wellness Employee Assistance Program
• Monthly wellness and telecommunications reimbursements
• Paid quarterly volunteering days and Charity donation matching
• Perks at Work discount scheme
• Pet Insurance reimbursement
• Employee Referral Program
• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!