USERTESTING APPOINTS DAVE GINSBURG TO CHIEF CUSTOMER OFFICER
Industry leading Customer Satisfaction (CSAT) scores and new customer service offerings in the face of massive company growth demonstrates Ginsburg’s all-star leadership
SAN FRANCISCO, Calif – January 29, 2019 – UserTesting, the leading on-demand Human Insight Platform, today announced that Dave Ginsburg has been named Chief Customer Officer (CCO). Most recently the SVP of Customer Success and Strategic Services at UserTesting, Ginsburg has been promoted to this newly formed role where he will continue to lead all customer success initiatives including training, services and support to help UserTesting customers further define and achieve success.
Ginsburg is a tech industry veteran that brings more than 20 years of experience managing post-sales strategies and teams at Business-to-Consumer (B2C) and Business-to-Business (B2B) companies to the Chief Customer Officer role. He has spent his career building high-performing global service teams focused on helping customers achieve measurable results. Prior to UserTesting, he was the VP of Customer Success at Mixpanel and Box, and has also held customer success and professional services leadership roles at companies including Accenture, Scient, Thomson Reuters and eBay Enterprise.
During Ginsburg’s tenure at UserTesting, the company has experienced an incredible amount of new business and install-base growth and was named to Deloitte’s Technology Fast 500™ List of Fastest Growing Companies in North America in 2018. To help scale the company’s post-sales strategies, Ginsburg re-architected the professional services team, transitioned the customer success team to a gross-retention model and launched a Premier Support service to provide customers with 24-hour coverage and on-demand access to subject matter experts – an industry first. His Customer Success and Services team continually earns some of the highest Customer Satisfaction (CSAT) scores of any industry segment.
“Our customer success teams play a vital role in the promise we’ve made to our customers to deliver superior value through authentic experiences,” said Andy MacMillan, CEO of UserTesting. “Dave has done a phenomenal job of building out a world-class team to ensure our customers continue to get the most value from their UserTesting investment by focusing efforts around their business needs and outcomes.”
“We succeed as an organization when our customers succeed - my role is focused on developing a team that makes that happen every day, with every customer” said Dave Ginsburg, Chief Customer Officer at UserTesting. “It’s an exciting time to be here at UserTesting. I look forward to continuing to build out a high-performing customer service team, launching new offerings and continuing to work alongside an incredibly talented leadership team.”
UserTesting (NYSE: USER) has fundamentally changed the way organizations get insights from customers with fast, opt-in feedback and experience capture technology. The UserTesting Human Insight Platform taps into our global network of real people and generates video-based Customer Experience Narratives (CXNs)™, so anyone in an organization can directly ask questions, hear what users say, see what they mean, and understand what it’s actually like to be a customer. Unlike approaches that track user behavior then try to infer what that behavior means, UserTesting eliminates the guesswork and brings customer experience data to life with human insight. UserTesting has more than 2,100 customers, including more than half of the world’s top 100 most valuable brands according to Forbes. UserTesting is headquartered in San Francisco, Calif. To learn more, visit www.usertesting.com.