Customer Success Manager, Mid-Market

UserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date. 

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. To learn more, visit www.usertesting.com.

Job Description
As a Customer Success Manager for Mid-Market, you are responsible for creating and maintaining successful partnerships with our Mid-Market level customers and ensuring they realize value from our platform and services.  This position works cross-functionally with our Sales, Product, Marketing and Professional Services teams to deliver value, drive adoption, and develop relationships, and ensure a world-class customer experience.

Responsibilities:
  • Oversee customer adoption and expansion throughout the customer lifecycle
  • Conduct onsite and remote monthly updates and quarterly partnership reviews
  • Become a trusted advisor and advocate to your customers, and develop executive level relationships
  • Ensure value through strategic discussions, capturing success criteria, building Success Plans, and delivering business outcomes
  • Drive customer retention, deliver a best in class customer experience, and make fans of our customers

Qualifications:
  • Bachelor’s degree 
  • 3 - 5 years customer facing experience
  • Exceptional communication, problem-solving and relationship development/management skills
  • Motivated, independent and organized team player
  • Broad understanding of digital marketing, product development, SAAS, and the Customer Experience landscape

Additional Information
Besides a great work environment and the opportunity to change the world, we offer competitive salary, benefits, plenty of perks, as well as stock options.

Learn more about what it’s like to work at UserTesting at: https://www.usertesting.com/about-us/jobs

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