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For Companies At a Glance
- Tasks: Lead customer success initiatives, drive adoption, and foster long-term relationships.
- Company: UserTesting is a leader in human insights, helping businesses connect with their customers authentically.
- Benefits: Enjoy a collaborative culture, flexible work options, and opportunities for personal growth.
- Why this job: Make a real impact by transforming customer experiences and driving business success.
- Qualifications: Experience in Customer Success or Account Management, ideally in SaaS; strong communication skills required.
- Other info: Diversity is valued; all backgrounds are encouraged to apply.
The predicted salary is between 43200 - 72000 £ per year.
Senior Customer Success Manager (6 Month Mat leave cover)
Join to apply for the Senior Customer Success Manager (6 Month Mat leave cover) role at UserTesting
Senior Customer Success Manager (6 Month Mat leave cover)
Join to apply for the Senior Customer Success Manager (6 Month Mat leave cover) role at UserTesting
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.
About Us
We’re UserTesting, a leader in human insights. We believe the path to understanding people—and building great experiences—starts with empathy. Working here means helping organizations tap into the human side of business to collaborate, innovate, and launch with confidence. We empower companies to connect with their audiences naturally and authentically through experiences that are intentionally human.
Trusted by over 3,000 customers, including 75 of the Fortune 100, UserTesting accelerates growth, reduces costs, and helps organizations close the experience gap. Join us, and help build the engine for human understanding.
The Opportunity
As a Senior Customer Success Manager, you’ll be the strategic partner and trusted advisor for our customers—driving adoption, guiding renewals, and uncovering new growth opportunities. You’ll bring clarity, confidence, and creativity to every customer interaction, helping organizations achieve meaningful outcomes through our platform. Your impact will be seen in customer success, retention, and advocacy—helping businesses truly embed customer feedback into everything they do.
The Team
You’ll be joining a dynamic and collaborative Customer Success team that partners closely with Sales, Product, Marketing, and Support to help our customers succeed. Our team spans across time zones and brings together a wealth of customer-centric experience, all working towards a single mission: helping our customers drive business impact through human insight.
What We’re Looking For
We’re looking for someone who is curious, strategic, and empathetic—someone who understands how to align solutions with business outcomes and thrives on building strong, long-term relationships.
You’ll Bring
- Extensive experience in Customer Success, Account Management, or a related role—ideally in SaaS or tech
- Proven ability to manage and grow relationships with enterprise or large-scale accounts
- Deep understanding of CX and/or UX programs, product development, and customer journeys
- Strategic mindset and experience using success plans, QBRs, or executive workshops to drive adoption and value
- Excellent communication skills and a strong ability to build trust across all levels of an organization
- Experience with customer success tools (e.g., Salesforce, Planhat) is a plus
- Proactive, problem-solving approach with the ability to resolve complex challenges
- Experience identifying upsell or cross-sell opportunities in collaboration with account teams
- Comfortable leading renewals and working with commercial stakeholders
- Ability to operate in a fast-paced, dynamic environment
Don’t meet every single requirement but excited about the role?
We encourage you to apply! Research shows that some people—especially from underrepresented groups—are less likely to apply unless they meet every single requirement. But you might be just the right person for this or other roles. We believe diversity of backgrounds, experiences, and thinking makes us stronger.
Application Process
Meet with a Recruiter
Meet the Hiring Manager
Participate in Skill and Stakeholder Interviews
Offer Stage
Accommodations
At UserTesting, we’re committed to building inclusive and accessible experiences for all candidates. If there’s anything we can do to make the interview process more accessible for you, please let us know at talentexperience@usertesting.com.
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.
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Senior Customer Success Manager (6 Month Mat leave cover) employer: UserTesting
Contact Detail:
UserTesting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager (6 Month Mat leave cover)
✨Tip Number 1
Familiarise yourself with UserTesting's platform and its unique features. Understanding how their tools work will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Network with current or former employees of UserTesting on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be a great advantage during your interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven customer success in previous roles. Highlighting your strategic mindset and problem-solving skills will resonate well with the hiring team.
✨Tip Number 4
Stay updated on trends in customer experience (CX) and user experience (UX). Being knowledgeable about industry developments will allow you to speak confidently about how you can contribute to UserTesting's mission.
We think you need these skills to ace Senior Customer Success Manager (6 Month Mat leave cover)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success, Account Management, or related roles. Emphasise your strategic mindset and any experience with SaaS or tech companies.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer success and how your skills align with UserTesting's mission. Mention specific examples of how you've driven adoption and built strong relationships in previous roles.
Showcase Relevant Skills: Highlight your communication skills and ability to build trust across all levels of an organisation. If you have experience with customer success tools like Salesforce or Planhat, be sure to mention it.
Demonstrate Empathy and Curiosity: UserTesting values empathy and curiosity. In your application, share instances where you've demonstrated these traits, particularly in understanding customer needs and aligning solutions with business outcomes.
How to prepare for a job interview at UserTesting
✨Understand the Company Culture
Before your interview, take some time to research UserTesting's culture and values. Familiarise yourself with their mission of embedding human insights into customer experiences. This will help you align your answers with what they value most.
✨Showcase Your Customer Success Experience
Be prepared to discuss specific examples from your past roles that demonstrate your ability to manage and grow relationships with enterprise accounts. Highlight any experience you have with SaaS or tech, as this is particularly relevant for the role.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and strategic mindset. Think of situations where you've successfully driven adoption or resolved complex challenges, and be ready to share these stories.
✨Ask Insightful Questions
At the end of the interview, ask thoughtful questions about the team dynamics, customer success strategies, or how UserTesting measures success. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.
