Manager, Customer Success - EMEA

UserTesting ,
Edinburgh, City of Edinburgh
More Details

Overview

Job Description

Company Description UserTesting enables every organisation 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 www.usertesting.com. Job Description As a Manager of a Customer Success team based in Edinburgh, UK, you are responsible for managing a group of highly motivated and experienced Mid-Market and Enterprise CSMs serving our East Coast and EMEA customers. You will be responsible for hitting consistent renewal retention and growth goals across your book of business. You will also be a key part of driving strategic initiatives to increase customer adoption, drive value, improve communication, up-level relationships and create scalable, repeatable solutions to some of our biggest challenges and collaborate on behalf of CS on key cross-functional initiatives working closely with counterparts in Marketing and Product. As a Manager of Customer Success for our EMEA accounts, you are responsible for leading a team responsible for driving adoption and retention for our SMB, Mid-Market, and Enterprise accounts in the EMEA region. In addition to leading the team, you will develop and implement strategy to drive maximum value realisation from our platform and services for customers. This position works cross-functionally to deliver value, drive adoption/engagement, and ensure a world-class customer experience. Responsibilities Manage a team responsible for the end-to-end experience from platform adoption to engagement and retention and serve as the voice of the customer inside UserTesting. Own gross retention for our EMEA region of customers. Handle customer accounts Develop and implement 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. Produces reports and recommendations concerning platform adoption and retention strategies 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 our renewal organisations to develop and manage account strategy and renewal management to drive exceptional customer growth and retention. Participate in customer meetings and coach, mentor, and develop talent. Requirements 2+ years of experience leading a success team responsible for driving success with SMB/SMEs, Mid-Market, and Fortune 500/FTSE250 businesses. 2+ years of consultative experience managing large enterprise relationships. 5+ years of experience in account management at a SaaS company. Proven experience developing and leading scalable cross-functional programs that drove success, including significantly increasing adoption & sales, producing referenceable customers, turning senior stakeholders into champions, and driving account growth and gross retention. UX research/design domain expertise a plus. Degree from an accredited college/university. MBA a plus. Location This is a UK-based role. The successful applicant's base office will be Edinburgh, although the role will involve travel throughout UK for meetings with prospective and existing customers. Salary and Hours: Basic salary of 88,000 plus possible target driven incentives. This is a full-time role with hours of work 9am - 5,30pm, Monday to Friday. Closing Date for Applications 30 June 2020

People also viewed