CRM Specialist developing and executing CRM strategies for personalized customer engagement. Collaborating with cross - functional teams to optimize client experience throughout their journey.
About the role
- Director of Customer Success leading post-sales teams in EMEA and APAC at UserTesting. Overseeing customer lifecycle to ensure measurable value and drive renewals.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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