About Us:

What makes the difference between a product that's engaging, compelling, and easy to use and one that's frustrating, broken, and complicated? The answer is user experience. Here at UserTesting, our mission is to help our customers create great experiences. We enable every organization to deliver the best customer experience powered by human insight. 

About the team:

As a member of UserTesting's Renewals team, you will be responsible for driving retention of current customers and working closely with your Sales and Customer Success counterparts for growth within our install base customers. You will work cross-functionally with teams such as Product, Marketing and Professional Services to increase retention across our customer base. We are looking for a West Coast based Renewal Manger to add to our fun & growing team.

The Opportunity:

UserTesting is looking for a self-motivated, team-oriented, Renewals Manager to join our growing team.  The ideal candidate will have worked in fast-paced organizations with rapid growth and have strong experience in successfully negotiating SaaS renewal agreements, building collaborative close plans with customers, and renew customer subscriptions before the expiration date.

What We’re Looking For:

• Develop relationships and manage existing customer accounts in the market segment to ensure customers have a good and timely renewal experience.
• Work independently to meet and exceed gross retention targets and goals assigned to the territory.
• Develop and execute an account retention strategy leading to exceeding gross retention goals in the assigned territory/accounts.
• Creation, management and execution of contract paperwork. Includes price negotiation, legal redlines, signatures, service terms, etc. 
• Manage a timely and accurate forecast in SFDC/Clari
• Provide regular and accurate updates on renewal status to management and escalate as deemed necessary
• Collaborate and communicate cross functionally as part of an “Account Team” with Sales and CSM partners.
• Understanding of supporting systems to build a complete picture of a customers health at the start of the renewal process
• If signs of “at risk”, escalate to the proper parties to develop resolution strategies to mitigate risk.
• Be a resource to teammates

What You Need To Be Successful In This Role

• 3+ years of demonstrated success in a Renewals Manager, Customer Success, and/or Sales capacity, preferably for a subscription SaaS company
• Proven track record of exceeding renewal/sales goals
• Excellent time management skills
• Flexible working hours to ensure communication with global customers
• Strong written and verbal communication skills
• A driver mentality and is a self-starter with the ability to work independently.
• Proactive approach with strong attention to detail and organization.
• Team player mindset with a track record of building positive relationships with peers and others within a company.
• Successful experience at fast-growing technology startups is a must
• Expert with Salesforce.com
• Ability to present via Zoom
• BS/BA degree

Why you’ll love working for UserTesting:

We’re honored to be named a 2020 Inc. Best Workplace. Joining UserTesting means being part of a passionate team focused on transforming the way companies learn about their users. 

Founded in 2007 and backed by Accel and OpenView, UserTesting is headquartered in San Francisco with offices in Atlanta and Edinburgh.