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For Companies At a Glance
- Tasks: Be a trusted advisor, helping customers maximise value and achieve their goals.
- Company: Join UserTesting, the leader in human insight and customer experience.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Why this job: Make a real impact by transforming how companies connect with their customers.
- Qualifications: 5-7 years in Customer Success or related SaaS roles, strong communication skills.
- Other info: Dynamic environment with a focus on diverse perspectives and career development.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Join to apply for the Senior Customer Success Manager 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.
UserTesting is trusted by more than 3,000 organizations worldwide, including 75 of the Fortune 100. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers.
The Opportunity
As a Senior Customer Success Manager at UserTesting, you’ll be a trusted advisor to our customers, helping them achieve their goals, maximize value from our platform, and grow their investment with us. This role is pivotal in strengthening customer relationships, driving adoption, and ensuring long-term success.
What You’ll Do
- Strategic Partnering: Deeply understand customer objectives and align UserTesting solutions to their business outcomes. Lead proactive engagements such as QBRs, workshops, and Success Plans to ensure value realization.
- Customer Adoption & Growth: Promote platform adoption through tailored enablement, resources, and best practices. Identify opportunities to expand use cases across functions like marketing, design, CX, and digital.
- Advocacy & Voice of the Customer: Build trust to inspire advocacy, develop champions for case studies and references, and share customer insights internally to influence product roadmaps and strategies.
- Health & Retention: Monitor customer health and engagement, proactively address challenges, and lead renewals with a focus on long-term satisfaction.
- Collaboration: Work closely with sales, product, and support teams as part of a cohesive account team, aligning on strategy and execution to deliver measurable impact.
What We’re Looking For
- 5–7 years in Customer Success, Account Management, or a related SaaS role, with experience managing enterprise or large-scale accounts.
- Strong understanding of SaaS, customer success strategies, and CX/UX practices.
- Skilled communicator with excellent relationship-building, problem-solving, and project management abilities.
- Proven track record of driving adoption, retention, and revenue growth.
- Familiarity with customer success tools (e.g., Salesforce, Planhat) is a plus.
- Thrives in a fast-paced, dynamic environment with a customer-first mindset.
Applied Applicants
Don’t meet every single requirement but excited about the role? We encourage you to apply. We value diverse perspectives and are committed to building a team that reflects a variety of backgrounds, experiences, and skills.
Application Process
- Meet with a Recruiter
- Meet the Hiring Manager
- Participate in a Skill Interview and Stakeholder Interview
- Offer Stage
Accommodations
We are committed to providing inclusive and accessible experiences for all candidates. If you require accommodations or have requests about tailoring our interview process, please contact us at talentexperience@usertesting.com. If you need to speak to someone, just let us know.
UserTesting is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. We encourage applications from women, minorities, individuals with disabilities, and protected veterans. We will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.
Additional
Location: London, England, United Kingdom. Employment type: Full-time. Seniority level: Mid-Senior level. Job function: Other. Industries: Software Development.
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Senior Customer Success Manager employer: UserTesting
Contact Detail:
UserTesting Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Get to know the company inside out! Research UserTesting's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral—definitely a win!
✨Tip Number 3
Prepare for those interviews! Think about how your experience aligns with the role of Senior Customer Success Manager. Be ready to share specific examples of how you've driven customer success and adoption in previous roles.
✨Tip Number 4
Don’t forget to follow up! After your interviews, send a thank-you email to express your appreciation and reiterate your enthusiasm for the role. It’s a small gesture that can make a big impression!
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in customer success and how it aligns with UserTesting's mission to enhance customer experiences.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve driven adoption, retention, or revenue growth.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can build relationships and inspire trust, so don’t be afraid to show us who you are and what you’re passionate about.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows your enthusiasm for joining our team!
How to prepare for a job interview at UserTesting
✨Know Your Customer Success Strategies
Before the interview, brush up on key customer success strategies and SaaS principles. Be ready to discuss how you’ve successfully driven adoption and retention in previous roles, as this will show your understanding of the position's core responsibilities.
✨Showcase Your Communication Skills
As a Senior Customer Success Manager, strong communication is vital. Prepare examples of how you've built relationships with clients and resolved issues. Practising your storytelling can help you convey your experiences more effectively during the interview.
✨Demonstrate Your Problem-Solving Abilities
Think of specific challenges you've faced in past roles and how you overcame them. Highlighting your problem-solving skills will demonstrate your ability to handle the dynamic environment at UserTesting and reassure them that you can manage customer health effectively.
✨Align with Their Mission
Familiarise yourself with UserTesting’s mission to enhance customer experiences through actionable feedback. During the interview, express how your values align with theirs and how you can contribute to their goal of transforming customer understanding.
