Director, Customer Success
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
Were UserTestingthe leader in human insight. Our mission is to help organizations craft exceptional customer experiences through fast actionable feedback.
We empower teams to build the best products and experiences by embedding real human perspectives into every stage of the development processfrom ideation to launch. With the worlds strongest participant network AI-powered analysis expert services and seamless integrations we help companies eliminate guesswork align stakeholders and bring customer needs into sharp focus.
Trusted by more than 3000 organizations worldwideincluding 75 of the Fortune 100UserTesting delivers measurable business outcomes reduces risk and helps teams deliver with confidence. Joining our team means being part of a passionate group focused on transforming how companies understand and connect with their customers.
Lets build experiences people lovetogether.
The Opportunity
Were looking for a strategic people-first Director of Customer Success & Renewals to lead our international post-sales teams across EMEA and this highly visible role youll oversee the entire customer lifecycleensuring our customers realize measurable value from UserTesting while driving adoption retention and predictable renewals.
This is a pivotal role that blends deep customer success expertise with commercial leadership. Youll collaborate closely with Sales Product Finance and RevOps to align outcomes and foster long-term growth across a diverse international customer base.
Youll join a collaborative and driven team united by a shared mission to help global customers succeed with UserTestingand scale our impact worldwide.
Responsibilities
Customer Success Leadership & Value Realization
Lead the full post-sale customer journey from onboarding to renewal
Ensure customers achieve clear measurable business outcomes
Drive adoption platform engagement and value realization
Implement scalable success plans value storytelling and executive business reviews
Act as executive sponsor for strategic international accounts
Partner with Product to advocate for regional customer needs
Renewals Retention & Expansion
Own renewal strategy and execution across EMEA and APAC
Lead complex negotiations in partnership with Sales
Maintain strong gross and net revenue retention
Identify expansion opportunities based on usage goals and maturity
Serve as point of escalation for at-risk renewals
Forecasting Planning & Commercial Rigor
Deliver accurate renewal forecasting and reporting
Build scalable processes for risk classification and pipeline health
Collaborate with Finance and RevOps to maintain data integrity
Leverage health scores usage data and insights to highlight trends and risks
Track and share key metrics on churn health and expansion
Team Development & Operational Excellence
Hire coach and grow a high-performing international CS and renewals team
Set clear expectations and KPIs tied to outcomes and growth
Develop scalable playbooks processes and tooling
Foster a culture of accountability advocacy and continuous improvement
Drive alignment with Sales Product Marketing and Support
Requirements
8 years in Customer Success Account Management or Renewals in SaaS
Proven experience managing international retention and renewals
Strong commercial acumen with negotiation and contract expertise
Track record of building scalable CS programs and global operating models
Data-driven approach to forecasting and customer health
Skilled in executive stakeholder engagement across cultures
Experienced in leading distributed multicultural teams
Excellent communication leadership presence and influence skills
Willing to travel internationally up to 3040%
Why Youll Love Working at UserTesting
At UserTesting we believe great experiences start with human insight. We help organizations bring the voice of the customer into every decisionand we practice what we preach. Youll join a team thats collaborative curious and deeply committed to helping customers this role youll shape the future of how global teams experience and grow with UserTesting.
Application Process
Meet with a recruiter
Meet the hiring manager
Participate in a panel interview
Offer stage
Accommodations
At UserTesting were committed to providing inclusive and accessible experiences for all candidates. If you need accommodations or adjustments to our interview process contact us at . Were here to support you.
Dont meet every single requirement
We encourage you to apply anyway. Research shows that some groups are less likely to apply unless they meet every requirementbut you might be exactly the right person for this role or others. Diverse perspectives help us build better experiences for everyone.
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.
Required Experience:
Director
Key Skills
- Fundraising
- Management Experience
- Coaching
- Analysis Skills
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Mentoring
- Public Speaking
- negotiation
- Supervising Experience
