Director, Customer Success

We’re User Testing—the 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 process—from ideation to launch. With the world’s 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 3,000 organizations worldwide—including 75 of the Fortune 100—User Testing 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.

Let’s build experiences people love—together.
** The Opportunity
** We’re looking for a strategic, people-first Director of Customer Success & Renewals to lead our international post-sales teams across EMEA and APAC. In this highly visible role, you’ll oversee the entire customer lifecycle—ensuring our customers realize measurable value from User Testing, while driving adoption, retention, and predictable renewals.

This is a pivotal role that blends deep customer success expertise with commercial leadership. You’ll collaborate closely with Sales, Product, Finance, and Rev Ops to align outcomes and foster long-term growth across a diverse international customer base.

You’ll join a collaborative and driven team, united by a shared mission to help global customers succeed with User Testing—and 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 Rev Ops 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
** 30–40%
**** Why You’ll Love Working at User Testing
** At User Testing, we believe great experiences start with human insight. We help organizations bring the voice of the customer into every decision—and we practice what we preach. You’ll join a team that’s collaborative, curious, and deeply committed to helping customers succeed. In this role, you’ll…