Back to Remote jobs >
Customer Service
Manager/Sr. Manager, Customer Success
@UserTesting Technologies, Inc.
[Hiring] Manager/Sr. Manager, Customer Success @UserTesting Technologies, Inc.
Mar 21, 2025 - UserTesting Technologies, Inc. is hiring a remote Manager/Sr. Manager, Customer Success. 💸 Salary: unspecified. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
As the Manager/Sr. Manager, Customer Success, you will be responsible for managing a team of highly collaborative Customer Success Managers (CSMs) with the responsibility for increasing revenue and retention. This involves working cross-functionally with our Sales, Product, Marketing, Support, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.
-
Strategic Leadership
- Develop and implement a customer success strategy, including programs, playbooks, and success plans that drive retention, expansion, and customer health
- Set the vision for customer engagement and value realization, ensuring alignment with business objectives across industries
- Guide and empower the team to deliver effective C-level presentations and Business Reviews that demonstrate business impact
- Build and nurture executive relationships with key customers, positioning UserTesting as a strategic partner
- Drive initiatives that connect the UserTesting platform to industry-specific, value-driven use cases
-
Team Management
- Lead, mentor, and develop a team of experienced CSMs, fostering a culture of collaboration, accountability, and continuous growth
- Establish best practices and frameworks for customer success plans that drive measurable business outcomes
- Provide coaching to CSMs on strategic engagement, stakeholder management, and executive alignment
- Develop scalable processes that enable the team to proactively drive adoption, retention, and expansion
-
Client Engagement and Retention
- Partner with sales leadership to define and execute account strategies that maximize growth and retention
- Establish frameworks for identifying and mitigating risk across the customer base, ensuring long-term success
- Develop strategies that enable the team to partner with customers on value-driven journeys aligned with business objectives
- Define and measure success metrics that improve customer experience and strengthen long-term relationships
-
Operational Excellence
- Advocate for customer needs by collaborating with Product, Marketing, and other teams to influence the roadmap and enhance the customer experience
- Use data and analytics to identify trends, improve engagement strategies, and optimize customer success programs
- Drive continuous improvement by implementing scalable best practices that enhance efficiency and impact
Qualifications
- Experience leading a Customer Success Team responsible for driving success with Fortune 500 and larger enterprise businesses
- Strong consultative experience managing large enterprise relationships
- Strong familiarity with Customer Experience/VOC programs, processes, and landscape
- Solid understanding of User (UX) research, product & design development lifecycles, marketing strategies and lifecycles, and customer journeys
- In-depth experience in account management/customer success at a SaaS company
- Demonstrated ability to build and maintain strong relationships with senior executives and decision-makers, driving strategic alignment and long-term partnership success
- Proven experience developing and leading scalable cross-functional programs that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth and gross retention
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers
- Problem-solving mindset with a focus on providing proactive solutions
- Strategic thinker with a strong customer focus
- Ability to thrive in a fast-paced, dynamic work environment
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
Similar Remote Jobs
More jobs at UserTesting Technologies, Inc.
-
Human Resources unspecified USAMar 21, 2025
-
Human Resources unspecified USAMar 19, 2025
-
Sales / Business unspecified USAMar 18, 2025
More Customer Service jobs
-
Customer Service $66,300.00 - $124,500.00 USAMar 23, 2025
-
Customer Service performance bonus, transportation bonus, private health care benefits EuropeMar 23, 2025
-
Customer Service unspecified USAMar 23, 2025
More jobs in USA
Kickstart Your Job Search
Need advice to apply?
Join our free
Webinar « 3
Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »
Register for free
Unlock 53,225 additional remote jobs, advanced search & email notifications
Get Access Now
Too many emails? Declutter your inbox with Meco
Your home for reading newsletters
Try for free - no card required.
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 21, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
