Scale Customer Success Manager

The Opportunity
As a Scaled Customer Success Manager (CSM), you will manage a portfolio of corporate accounts, focusing on ensuring customer satisfaction, retention, and renewals through a low-touch, digital-first approach. This role emphasizes leveraging account triggers, analytics, and scalable engagement strategies to guide customers to success while interacting directly when needed to resolve issues or secure renewals. It offers the opportunity to refine and grow skills in a collaborative, data-driven environment.

• Health Monitoring and Proactive Engagement 

  • Track and analyze customer health metrics, such as platform usage, adoption trends, and overall engagement, to identify risks and opportunities.

  • Actively monitor accounts for signs of churn risk and address them through proactive, scalable solutions or direct communication.
     

• Customer Engagement and Retention 

  • Monitor account health through key triggers, such as usage metrics, support tickets, or renewal timelines, and execute targeted outreach as needed. 

  • Own the renewal process for your portfolio, ensuring timely and efficient renewals through proactive and automated engagement. 

  • Identify potential upsell opportunities by analyzing customer usage and collaborating with sales teams to offer relevant solutions.
     

• Issue Resolution and Collaboration 

  • Respond to account issues flagged by triggers or raised by customers, working with internal teams (e.g., Support, Product) to ensure timely resolution. 

  • Act as the main point of contact when needed for escalations or critical account challenges.
     

• Customer Advocacy and Feedback 

  • Share insights gathered from customer interactions and feedback to help improve product features, digital engagement strategies, and support resources.
     

What we're looking for

• Experience in customer success, account management, or related roles, preferably within a SaaS environment.

• Familiarity with customer success tools (e.g., Salesforce, Planhat, Gainsight) and CRM platforms is a plus.

• Strong ability to interpret account metrics and use data to inform decision-making and engagement strategies.

• Excellent written and verbal communication skills, with a focus on digital-first engagement methods.

• Proactive and resourceful in addressing customer challenges and ensuring successful outcomes.

• Comfortable working with cross-functional teams to ensure a seamless customer experience.

Perks/Benefits

• Private Medical, Dental and Vision

• Health Savings Account

• Pre-Tax Benefit Accounts (FSA)

• Commuter Benefits - transit and parking 

• Flexible Time off (Full time salaried (exempt) employees)

• 12 Days of observed holiday entitlement

• 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 via our UT Cares Volunteers and Charitable Giving Committee

• Perks at Work discount scheme

• Pet Insurance reimbursement 

• Employee Referral Programme 

• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!

Note: You are NOT required to create a Workday Account!

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.