Customer Success Manager

Date: Jul 8, 2024

Location: Dhaka, BD, 1212 BD

Company: Optimizely

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution. We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

 

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.

 

Join us and become part of a company that's empowering people to unlock their digital potential!

Introduction

The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the CSM serves as the liaison between us and the customer – facilitating collaboration with Product, Engineering, Sales, Professional Services and others to be the voice of the customer within our company. 

Job Responsibilities

  • In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 25-40 customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction. 
  • Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators.
  • Ensure customers adopt best practices for both running their digital program and in using our platform.
  • Aid customer teams in exposing program value to their organization Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through example and professional and personal experiences. 
  • Drive accountability for deliverables internally and among customer and partner teams. 
  • Assess and provide perspective on customer challenges related to technical implementation, marketing strategy and building a culture of harmonizing, understanding, and acting on digital data. 
  • Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services. 
  • Coordinate appropriate resources for each meeting to obtain the desired outcome. 
  • Identify and develop opportunities for new usage of our product across organizational functions and business units. 
  • Educate and advise on potential use cases for new or unused features of our platform. 
  • Manage account issues and escalations. 
  • Maintain your own current functional knowledge and technical knowledge of our platform. 
  • Collaborate with services to produce and implement solutions to customer challenges. 
  • Collect product feedback and advocate for customer needs within the company. 
  • Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise. 
  • Working Hours - 12pm - 8pm (Monday to Friday)

Knowledge and Experience

  • 3+ years of experience in a related function with direct customer contact and engagement experience, ina post-sale or professional services function, preferably at a SaaS-based company.
  • Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention. 
  • Familiarity working with clients of all sizes, especially B2C mid-market and enterprise retail organizations.
  • Experience working with web or mobile app product and development teams.
  • Experience with customer data platforms (CDP), digital marketing platforms, e-commerce platforms, and a real passion for new technologies. 
  • Project and stakeholder management experience & skills. 

Education

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

Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow.

 

As part of our commitment to you, here are other benefits and perks you can expect:

 

· Best-in-class compensation plans

· Two annual festival bonuses

· Recognition and rewards programs

· Paid Maternity (4 months) & Paternity Leave (12 weeks)

· Flexible vacations days and working hours

· Annual Work/Service Anniversary Leave

· Comprehensive medical & life insurance for you and your dependants

· Volunteering opportunities to make a difference

· Chance to work alongside our incredible global team

· Monthly and quarterly regional and global team-building events

· Communal transport facilities inside Dhaka to and from the office

· Free catered lunch every day

· An agile performance review process that encourages ongoing transparency between managers and direct reports

· Enablement program and soft skill training to support internal career growth and development

 

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

 

Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.