We’re UserTesting, a leader in experience research and insights; we believe the path to human understanding and great experiences start with a shared understanding—seeing and hearing how another person engages with the world around them and taking in their perspective. Working at UserTesting, you will be empowered to help organizations  discover the human side of business–transforming how they work, collaborate, innovate, and bring new products and experiences to market. This is what inspires us, and it’s how we enable companies to connect with their audiences naturally and organically through an experience that is uniquely, and intentionally human.

A trusted company by top brands for 15+ years, UserTesting, recently merged with UserZoom, has over 3,400 customers in 50 countries, including 75 of the Fortune 100 companies. Joining our team means being part of a passionate group focused on transforming how companies learn from and understand their customers. Come join us and help us build the engine for human understanding.

The Opportunity

At UserTesting, we've got the unique opportunity for an experienced Manager of Customer Success & Renewals to join us for 9-12months maternity cover contract.  In this role, you’ll be leading, training and mentoring a team of Customer Success Managers (CSMs) and Renewal Managers (RMs) serving our EMEA and APAC customers. 

You and your team will be responsible for the end-to-end customer experience, from platform adoption and usage to engagement and retention.  Working with our SVP, CS and Renewals, you'll carve territories and assign accounts, optimising this for account team alignment and balanced portfolios.  It's a role which needs someone who is comfortable getting involved in the development and implementation of a strategy as well as the execution of it through developing programs and playbooks that empower CSMs to increase customer adoption and usage, drive value, improve communication, and up-level relationships.  You'll regularly forecast future renewals based on usage goals, identify key risk accounts in your team’s Book of Business and ensure your CSMs work to mitigate risks in these accounts through effective internal communications and collaboration.

Our CS and Renewals teams serve as the voice of the customer within UserTesting and you'll play a key role in ensuring this voice is heard internally.

The Team

The team consists of 7 CSMs, 4 RMs, and 1 CX SME who between them, are responsible for driving usage and retention across all customer segments in the EMEA and APAC regions. We'll look to you to coach, mentor, and develop talent on the team, play a key role in the development of CS strategy and execution within the CS Leadership team, and also participate in customer meetings as a leadership presence and escalation point.  Your internal stakeholders will be Sales, Product, Marketing, Professional Services, and Customer Support teams.  We all work closely together to ensure a world-class customer experience.

What we are looking for

• Importantly, you'll have experience of successfully leading a SaaS Customer Success team responsible for driving success with enterprise accounts
• You'll have hands-on experience of managing large enterprise relationships in a consultative and effective way
• You'll need extensive experience in account management and customer success at a SaaS company
• You'll have proven experience developing and leading scalable, cross-functional programs that drove success, including significantly increasing adoption, producing referenceable customers, turning senior stakeholders into champions, and driving account growth and gross retention. 
• If you have any experience in the UX research/design domain, please highlight this as it will be a plus!

Don’t meet every single requirement but excited about the role? We encourage you to apply! Research show us that certain demographics are less likely to apply unless they meet 100% of the requirements, but you may be just the right candidate for this or other roles. We know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

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 make an impact, we’re also growing the team quickly–join us!

At UserTesting, we are committed to providing more inclusive and accessible experiences for our candidates. We pride ourselves on building empathy; diverse perspectives, which we believe are the key values to creating exceptional experiences for everyone. Our commitment to providing accessible experiences is driven by this belief and our core values. If you require any accommodations or have any specific requests about how we could tailor our interview process to better suit your needs please contact us on: talentexperience@usertesting.com.If you need to speak to someone please ask!

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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.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing askPeopleOps@usertesting.com.