Senior Customer Success Manager

Introduction

The role of the Senior Customer Success Manager (CSM) will be accountable for driving customer success, leading renewals, creating qualified upsell leads and overall relationship management within the assigned client base.

As a Senior CSM within the organization, this role will be responsible for driving growth while demonstrating the ability to adapt to changing market and customer demands. The Senior CSM will be responsible for identifying new software and services opportunities within assigned client base while driving increasing renewals performance. This role will be accountable for driving financial performance including revenue and margin growth

Job Responsibilities

• Actively prospect and grow existing customers recurring revenue within the customer base
• Up-sell Education and Expert Services and Cross-sell additional products
• Achieve and exceed sales objectives within defined accounts and assigned territory
• Engage, strategize, and cultivate deep relationships with senior level executives at client companies
• Manage renewal pipeline and provide timely and accurate forecast reports
• Maintain professional and technical knowledge of Optimizely' s Commerce products
• Proactively provide smart client research and industry specific information
• Perform sales presentations to position products and services to the customer’s specific needs 
• Identify, develop, and maintain long-term constructive and effective client relationships
• Maintain contact regular contact with client regarding account direction, project management issues through QBR’s and scheduled meetings
• Establish and maintain role as client advisor
• Maintain an in-depth understanding of financial status of accounts at all times
• Become a single point of contact for customers, partners, and internal sales for services opportunities

Knowledge and Experience

• Highly driven individual with strong desire to achieve top results and break through barriers, determined to adapt quickly to changing customer needs
• Strong customer empathy and desire for own company’s financial revenue growth
• Demonstrated success using solid oral and written communication and presentation skills to achieve account and sales results
• More than 5 years of experience working in a client facing environment
• Very good technical understanding
• Basic Commercial understanding and experience
• Ability to act autonomously
• Very good presentation and communication skills
• Strong negotiation skills
• High level of energy & enthusiasm for Internet Marketing
• Other digital / direct marketing disciplines an advantage
• Knowledge of CRM tools (i.e. Salesforce and Gainsight)
• Ability to work effectively on multiple projects
• A passion for people, able to use your initiative and willing to go the extra mile
• Have a “Can Do” attitude
• Excellent written and verbal communication skills
• Confident, self-motivated and driven to achieve
• Experience in Customer Success operations in the digital marketing industry
• Excellent planning and organizational skills
• Interpersonal and communication skills
• The ability to work effective across all parts of the organization
• Deep understanding of value drivers in a recurring revenue company
• Analytical and process oriented
• Flexibility in scheduling, occasional travel might be required

Education

Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus

Competencies