We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.
A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.
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.
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.
Bentley Systems
Zoom
Intellity GmbH
KodeKloud
eSentire