San Francisco
501-1,000 employees
Experience what your customer experiences with real-time video feedback.

Conversion Rate Optimization (CRO) Manager

Conversion Rate Optimization (CRO) Manager

This job has closed but is shown for context on data science work at UserTesting.

About Us:

UserTesting was founded in 2007, and is backed by world class VCs: Accel, Greenspring, Insight Partners, and OpenView. In 2020, we crossed $100M in revenue, and are accelerating our international growth from our San Francisco headquarters. UserTesting is now present in 12 countries, with regional offices in Atlanta, Edinburgh, Singapore, and Oslo. Today, more than 2,000 organizations in 45 countries use the UserTesting Human Insight Platform to make more informed, customer-first decisions at scale.

Choosing to join our team means being part of a passionate group focused on transforming the way companies learn about their customers and build better products and experiences. Using our powerful software combined with the industry’s largest and most diverse panel of test participants, our customers can quickly target their audience and receive think-aloud video feedback from real people sharing their thoughts to your questions. UserTesting’s industry-leading platform enables companies to get rapid feedback on all types of customer interactions and experiences: websites, mobile apps, prototypes, campaigns, real world experiences, and more! A recent Forrester study found the ROI of using UserTesting to be 655%!

We’re proud that this is our third year of being honored as an Inc. Best Workplace and a Fortune Best Workplace in the Bay Area, along with having received a variety of additional workplace and corporate growth awards. We’ve made a commitment to build and develop a diverse workforce that reflects the labor markets in which we operate. We actively look to add amazing people to our team who will bring diversity across many lines, including race, ethnicity, religion, sexual orientation, age, marital/family status, disability, gender identity, sex, and country of origin, in addition to bringing a variety of backgrounds, interests and opinions. 

At the end of 2020, our global team was 43% women and 36% minority; in the U.S., our underrepresented minority population was 16%. In the last year, we’ve had more than a third of our employees take on new roles within UT.  We do everything we can to make UserTesting a place where you feel you belong and are empowered to do the best work of your career.

About the team:

UserTesting is growing and we’re expanding our Web Strategy and Experiences team to include a Conversion Rate Optimization Manager. The Web Strategy & Experiences team is responsible for driving new customer acquisition and lead conversion through our branded website. We partner closely with teams across the organization to organically attract prospective customers to our website, create engaging digital content and experiences that help those prospects connect with the value of UserTesting, and guide them to the right solution for their organization and their business.

The Opportunity:

As CRO Lead, you will own the customer conversion funnels on the UserTesting website, and be responsible for maximizing their efficiency. You will deeply understand our potential customers: who they are, what they need, and how UserTesting can best support their business and use that knowledge to connect them to the right solution in a ready-to-buy state.

You will work closely with our Sales, Demand Generation, and Product-Led Growth teams in order to optimize our conversion funnels, increase the quality of our leads, and drive maximum pipeline growth. In this role, you will:

  • Develop a deep understanding of UserTesting’s customer needs, motivators, and obstacles to purchase
  • Drive the overall top-of-funnel conversion strategy for the UserTesting website and make tradeoff decisions about various conversion paths to ensure we’re maximizing the quality and quantity of our leads.
  • Collaborate cross-functionally with marketing, sales, and growth teams to identify and prioritize conversion opportunities and work cross-functionally on execution of optimization efforts.
  • Own top-of-funnel digital conversion optimization execution and performance reporting including trial signup, lead generation forms, demos, and webinars. Partner with Demand Gen team on creation and execution of chatbot playbooks.
  • Lead mid-funnel conversion optimization execution and performance reporting including trial experience, web personalization and profiling, and checkout optimizations.
  • Monitor and report on key metrics across different marketing channels, different buyer segments, and different parts of the customer journey.
  • Partner across teams to define, prioritize and test hypotheses using both qualitative and quantitative methods and utilize results to drive improvements. 
  • Build experiments and coordinate with the web development team for the creation and launch of more complex experiments.
  • Coordinate the implementation of winning experiments in the CMS with the web publishing team.
  • Partner with our Marketing Ops team to manage and optimize landing pages, website calls-to-action, and lead generating forms
  • Evaluate our current data and analytics platforms and implementation and make recommendations to improve 

What we’re looking for:

  • Undergraduate degree in Marketing, Design, CS, or similar field.
  • 5+ years of highly successful online marketing experience in software or ecommerce
  • Technically Experienced in:
    • A/B testing (eg. Optimizely, Google Optimize, CrazyEgg, Fastly)
    • Analytics (eg. Google Analytics, Pendo)
    • Qualitative user feedback
    • Quantitative user feedback (eg. SurveyMonkey, Qualtrics, Hotjar, CrazyEgg)
    • Data Analysis
  • Familiar with:
    • CMS (eg. Drupal, WordPress)
    • CRM (eg. Salesforce, Marketo)
    • HTML, CSS, JS knowledge preferred
  • Understanding of both B2B and B2C customer journeys, conversion funnels, and optimization strategies, including SEO and SEM specific conversion
  • Strong interpersonal skills, with the ability to communicate and collaborate effectively across departments at all levels of the organization
  • Excellent written skills to tell the right story at the right moment of the customer journey 
  • Proven track record of quickly delivering measurable results and taking meaningful action based on those results within a fast-paced environment
  • Entrepreneurial spirit with a focus on continuous improvement and the courage to scrap, redefine, and start over (including launching, measuring, learning, improving and repeating).
  • Experience in product led growth, customer journeys, or growth experimentation is a plus

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. 

To learn more about our team, culture, and customers, check out our careers page, company blog, and press/awards. Aside from a great work environment and the opportunity to change the world, we’re also growing the team quickly - join us!


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.  Unfortunately, we are not currently hiring in the state of Colorado.

This job has closed but is shown for context on data science work at UserTesting.
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