Insights Partner

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.
• Able 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.