Director, Customer Success

Note: You are NOT required to create a Workday account to apply to this positon!

The Opportunity
As the Director, Customer Success, you will be responsible for managing a team of highly collaborative Customer Success Managers (CSMs) with the responsibility of achieving revenue and retention. This involves working cross-functionally with our Sales, Product, Marketing, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.

Strategic Leadership

• Develop and implement a customer success strategy, including programs, playbooks, and success plans, that nurture and expand relationships with end-users and stakeholders and improve customer health and NPS.

• Develop, lead, and deliver effective C-level presentations and Business Reviews.

• Serve as a strategic, trusted advisor to customers by providing enablement, recommendations, and best practices on how UserTesting can address customer business goals, needs, and pain points.

Team Management 

• Manage and mentor a team of highly-experienced CSMs responsible for the end-to-end customer experience from platform adoption to engagement and retention.

• Provide coaching and assist CSMs with developing and executing in-depth customer success plans that deliver results. 

• Nurture and expand relationships with end-users and stakeholders that improves the customer experience.

• Client Engagement and Retention

• Partner closely with sales to develop account strategies including renewal management, to drive customer growth and retention

• Coach and assist the CSMs with identifying risk and mitigating that risk in order to retain the account.

Operational Excellence

• Partner with Product Team to advocate for customer needs, prioritize feature requests and influence the product roadmap

• Leverage customer data and analytics to gain actionable insights into customer preferences and pain points.

• Use data to inform strategies for improving the overall customer experience and achieving business objectives.

What we're looking for

• Extensive experience leading a Customer Success Team responsible for driving success with Fortune 500 businesses.

• Strong consultative experience managing large enterprise relationships. 

• In-depth experience in account management/customer success at a SaaS company.

• 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.

• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers.

• Problem-solving mindset with a focus on providing proactive solutions.

• Strategic thinker with a strong customer focus

• Ability to thrive in a fast-paced, dynamic work environment

Perks/Benefits

• Private Medical, Dental and Vision

• Health Savings Account

• Pre-Tax Benefit Accounts (FSA)

• Commuter Benefits - transit and parking 

• Flexible Time off (Full time salaried (exempt) employees)

• 12 Days of observed holiday entitlement

• Basic Life insurance, Short-Term Disability and Long-Term Disability insurance

• 401(k) Retirement Plan 

• Professional Development Stipend

• Remote Equipment Expense Reimbursement

• Mental Wellness Employee Assistance Program

• Monthly wellness and telecommunications reimbursements

• Paid quarterly volunteering days and Charity donation matching via our UT Cares Volunteers and Charitable Giving Committee

• Perks at Work discount scheme

• Pet Insurance reimbursement 

• Employee Referral Programme 

• Employee-led groups to help foster a more inclusive employee experience and build a culture of belonging at UserTesting. Read more here!

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.