We’re UserTesting—the leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast, actionable feedback.
We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development process—from ideation to launch. With the world’s strongest participant network, AI-powered analysis, expert services, and seamless integrations, we help companies eliminate guesswork, align stakeholders, and bring customer needs into sharp focus.
Trusted by more than 3,000 organizations worldwide—including 75 of the Fortune 100—UserTesting delivers measurable business outcomes, reduces risk, and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers.
Let’s build experiences people love—together.
The Opportunity
At UserTesting, we help companies create exceptional experiences by bringing real human insight into every decision. As a Customer Success Manager (CSM), you’ll be at the heart of this mission—empowering customers to unlock the full potential of our platform. You’ll serve as a trusted advisor to a portfolio of customers, driving engagement, adoption, and growth through strategic partnership and advocacy. From renewals to upsells, from onboarding to optimization, you’ll own the customer journey and play a key role in their success—and ours.
This is a great opportunity to work cross-functionally, develop deep customer relationships (including with enterprise accounts), and help shape how world-class companies build products, services, and experiences.
Responsibilities
Act as a strategic partner by aligning UserTesting’s solutions with customers’ business goals and outcomes
Create and execute Customer Success Plans that drive adoption, maturity, and value realization across the customer lifecycle
Lead renewal discussions and identify upsell and cross-sell opportunities in collaboration with internal stakeholders
Deliver training, insights, and best practices that empower customers to maximize platform value
Build strong relationships and foster advocacy by identifying champions and amplifying success stories
Monitor customer health and proactively address risks or roadblocks in partnership with support and product teams
Collaborate internally across Sales, Product, Marketing, and Support to deliver a consistent and impactful customer experience
Requirements
3+ years in Customer Success, Account Management, or related roles—preferably in a SaaS or tech environment
Proven success managing large customer relationships, including Fortune 500 accounts
Strong knowledge of SaaS, customer success strategies, and customer experience (CX) or user experience (UX) practices
Excellent communication, relationship-building, and problem-solving skills with a proactive, solutions-oriented mindset
Familiarity with customer success platforms like Salesforce or Planhat is a plus
Ability to travel up to 30%
Don’t meet every single requirement but excited about the role? We encourage you to apply!
We know that diverse perspectives fuel innovation. You might be the perfect fit for this or another role—even if you don’t check every box.
Application Process
Meet with a Recruiter
Meet the Hiring Manager
Participate in Panel Interview
Offer Stage
Accommodations
At UserTesting, we’re committed to providing inclusive and accessible experiences for all candidates. If you require accommodations or would like to request adjustments to the interview process, please contact us at [email protected].
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.
Top Skills
What We Do
UserTesting is an on-demand human insight platform that quickly gives companies a first-person understanding of how their target audience behaves throughout any experience and why, and is the fastest way to access the human perspective needed to create any experience with confidence.
Why Work With Us
Our team is the best. We work in a highly collaborative environment, share feedback openly, bring great ideas to life, and have a ton of fun.
