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Director, Customer Success (Global Accounts)


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Job Details

Location: San Francisco, San Francisco City and County, California, USA Posted: Mar 28, 2020

Job Description

Company DescriptionUserTesting enables every organization to deliver the best customer experience powered by human insight. With UserTesting’s on-demand Human Insight Platform, companies across industries make accurate customer-first decisions at every level, at the speed business demands. With UserTesting, product teams, marketers, digital and customer experience executives confidently and quickly create the right experiences for all target audiences, increasing brand loyalty and revenue. UserTesting has over 1,200 subscription customers, including 48 of the top 100 brands in the world, and has delivered human insights to over 35,000 companies to-date. Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh. To learn more, visit RoleAs our Director, Customer Success for Global Accounts, you are responsible for managing the team creating and maintaining successful partnerships with our largest and most strategic customers and ensuring they realize maximum value from our platform and services. This position works cross-functionally with our Sales, Product, Marketing, and Professional Services teams to deliver value, drive adoption/engagement, and ensure a world-class customer experience.Responsibilities
  • Manage a team of highly-experienced Global CSMs responsible for the end-to-end customer experience from platform adoption to engagement and retention and serve as the voice of the customer inside UserTesting.
  • Own gross retention for our most valuable and strategic customers.
  • Develop and implement customer success strategy, including programs, playbooks, and success plans that nurture and expand relationships with end-users and stakeholders and improves 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.
  • Partner closely with sales to develop and manage global account strategy and renewal management to drive exceptional customer growth and retention.
  • Participate in customer meetings and coach, mentor, and develop talent.
  • 5+ years of experience leading a global customer success team responsible for driving success with Fortune 500 businesses.
  • 5+ years of consultative experience managing large enterprise relationships.
  • 5+ years of 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.
  • Degree from extremely well regarded College/University. MBA a Plus.
Additional InformationBesides a great work environment and the opportunity to change the world, we offer competitive salary, benefits, plenty of perks, as well as stock options. We value diversity, and are proud to be an inclusive, equal opportunity workplace.Learn more about what it is like to work at UserTesting at:

About UserTesting

UserTesting is an on-demand human insight platform with fast customer feedback.

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