Insights Partner
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Job Description
Insights Partner ensuring customer success with UserTesting's platform, driving adoption and engagement. Advising on research best practices and integrating insights into workflows.
Responsibilities:
- Serve as the primary post-sale value partner for a portfolio of customer accounts.
- Help customers define success with UserTesting and develop adoption plans aligned to their business goals.
- Drive platform adoption, repeat usage, workflow integration, and broader organizational engagement.
- Advise customers on research and insights best practices, methodology selection, and workflow integration.
- Translate research concepts into practical guidance for stakeholders with varying levels of research experience.
- Partner closely with Account Executives on account planning, renewals, value reviews, and expansion opportunities.
- Identify customer risks related to adoption, engagement, or value realization and proactively recommend solutions.
- Connect customers to the appropriate internal resources, including Support, Product, Finance, Enablement, and Professional Services teams.
- Maintain customer engagement insights and documentation using tools such as Planhat, Gong, and Salesforce.
Requirements:
- 3+ years of experience in UX research, UX design, customer insights, product insights, research operations, human-centered design, or a related field.
- Hands-on experience conducting or supporting research using qualitative and quantitative methods such as usability testing, interviews, surveys, journey mapping, or benchmarking.
- Experience working within product, design, research, insights, or customer experience organizations.
- Strong ability to translate research best practices into practical guidance for non-research audiences.
- Excellent facilitation, communication, storytelling, and stakeholder management skills.
- Ability to influence cross-functional stakeholders without direct authority.
- Strong customer orientation with the ability to build trust and credibility quickly.
- Comfortable working in a fast-paced, evolving environment with multiple priorities.
- Strong organizational skills and experience managing a portfolio of customer relationships.
- Business acumen and the ability to connect customer goals to platform adoption and value realization.
- Experience with insights or research platforms such as UserTesting, UserZoom, Qualtrics, Medallia, Dovetail, Maze, or similar tools is preferred.
- Experience in SaaS, consulting, advisory, enablement, customer success, or professional services environments is a plus.
- Ability to travel approximately 5-10% travel to meet with customers, facilitate strategic conversations, and strengthen executive and stakeholder relationships.
Benefits:
- Inclusive and accessible experiences for all candidates
- Encouragement for women, minorities, individuals with disabilities and protected veterans to apply
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