UserTesting

Director, Customer Success

UserTesting

full-time

Posted on:

Location Type: Hybrid

Location: 🇬🇧 United Kingdom

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Job Level

Lead

About the role

  • 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
  • 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
  • Deliver accurate renewal forecasting and reporting
  • Collaborate with Finance and RevOps to maintain data integrity
  • Hire, coach, and grow a high-performing international CS and renewals team

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 30–40%
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementrenewalsSaaSnegotiationcontract expertisedata-driven forecastingcustomer health metricsscalable customer success programsglobal operating models
Soft skills
commercial acumenexecutive stakeholder engagementleadership presenceinfluence skillscoachingteam growthcross-cultural communicationnegotiation skillscollaborationproblem-solving