About the Company
UserTesting was founded in 2007, and is backed by world class
VCs: Accel, Greenspring, Insight Partners, and OpenView. In 2020,
we crossed $100M in revenue, and are accelerating our international
growth from our San Francisco headquarters. UserTesting is now
present in 12 countries, with regional offices in Atlanta,
Edinburgh, Singapore, and Oslo. Today, more than 2,000
organizations in 45 countries use the UserTesting Human Insight
Platform to make more informed, customer-first decisions at
Choosing to join our team means being part of a passionate group
focused on transforming the way companies learn about their
customers and build better products and experiences. Using our
powerful software combined with the industry's largest and most
diverse panel of test participants, our customers can quickly
target their audience and receive think-aloud video feedback from
real people sharing their thoughts to your questions. UserTesting's
industry-leading platform enables companies to get rapid feedback
on all types of customer interactions and experiences: websites,
mobile apps, prototypes, campaigns, real world experiences, and
more! A recent Forrester study found the ROI of using UserTesting
to be 655%!
We're proud that this is our fourth year of being honored as an
Inc. Best Workplace and a Fortune Best Workplace in the Bay Area,
along with having received a variety of additional workplace and
corporate growth awards. We've made a commitment to build and
develop a diverse workforce that reflects the labor markets in
which we operate. We actively look to add amazing people to our
team who will bring diversity across many lines, including race,
ethnicity, religion, sexual orientation, age, marital/family
status, disability, gender identity, sex, and country of origin, in
addition to bringing a variety of backgrounds, interests and
opinions. At the end of 2020, our global team was 43% women and 36%
minority; in the U.S., our underrepresented minority population was
16%. In the last year, we've had more than a third of our employees
take on new roles within UT. We do everything we can to make
UserTesting a place where you feel you belong and are empowered to
do the best work of your career.
If you read one of our job descriptions, feel energized by what
you see, and believe you would bring passion and commitment to the
role, please apply! Even if you don't meet every
We are looking for an Associate Program Manager, Scaled Success
to join our Customer Education Team and be responsible for managing
and engaging with a portfolio of customers at scale and ensuring
they realize maximum value from our platform and services. In this
role, you will work cross-functionally with our Education, Success,
Support, Sales, and Product teams to programatically deliver value,
drive adoption, and ensure a world-class customer experience in a
one-to-many fashion. You will be a key contributor to a team that
executes objective-based engagement programs throughout the
What you'll be doing
- Leverage data to manage the end-to-end customer experience from
platform adoption to engagement and retention.
- Identify trends, and opportunities within the customer base,
and execute plans to resolve those challenges.
- Own the overall health of the customers and deliver effective
- Manage and own customer escalations to close.
- Guide and enable customers with the resources and tools needed
to successfully achieve research goals and objectives.
- Collaborate closely with the Customer Education Program Manager
to develop and execute success plans that deliver results.
- Partner closely with the aligned sales team to manage account
base strategy, and renewal managers team to ensure customer growth
- Deliver adoption-focused webinars via UserTesting
- Tableau and Pendo knowledge will be considered a plus!
What you should have
- Bachelor's degree or equivalent work experience.
- Minimum 1-2 years of customer success or account management
- A track record of successfully managing multiple projects and
programs, setting priorities and staying organized while managing a
diverse book of business.
- Proactive, independent, and creative team player with the
desire to impact the customer base's success.
- Passionate about leveraging technology to engage with
- Familiarity with Zendesk case management system.
- Functional experience with Salesforce, Gainsight, and Google
- Ability to work cross-functionally in a high-growth environment
with attention to detail and a positive attitude.
To learn more about our team, culture, and customers, check out
our careers page, company blog, and press/awards. Aside from a
great work environment and the opportunity to change the world,
we're also growing the team quickly - join us!
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. Unfortunately, we are not currently
hiring in the state of Colorado.