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 UserTesting, 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 RevOps 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 UserTesting—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 RevOps 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 UserTesting

At UserTesting, 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 shape the future of how global teams experience and grow with UserTesting.

Application Process

• Meet with a recruiter

• Meet the hiring manager

• Participate in a panel interview

• Offer stage

Accommodations

At UserTesting, we’re committed to providing inclusive and accessible experiences for all candidates. If you need accommodations or adjustments to our interview process, contact us at talentexperience@usertesting.com. We’re here to support you.

Don’t meet every single requirement?

We encourage you to apply anyway. Research shows that some groups are less likely to apply unless they meet every requirement—but you might be exactly the right person for this role or others. Diverse perspectives help us build better experiences for everyone.

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.