Manager, Customer Success

Introduction

The Manager, Customer Success plays a pivotal role in the Customer Success team, driving strategic objectives and ensuring operational excellence. In addition to managing a portfolio of customers, the Manager will lead and empower a regional team of Customer Success Managers, guiding customers through key points of their lifecycle to ensure successful adoption of Optimizely. Acting as the first line of defense for customer escalations, the Manager will collaborate with Sales and Services leads to provide necessary support, ensuring success through global renewals and growth. The Digital team follows a 1:many approach, managing customer relationships with scalability in mind.

As the customer's advocate, the Manager, Customer Success focuses on key success metrics, including customer satisfaction, retention, and identifying new opportunities to expand relationships. The Manager is an expert in Optimizely’s products, technology, and experimentation strategies, fostering a culture of experimentation. Using their experience, business acumen, and project management skills, the Manager empowers customers to build valuable digital programs.

The Manager will maintain regular one-on-ones, organize key enablement exercises, and promote the development and maturity of the team. They will also be responsible for flagging and supporting red accounts, as well as overseeing renewal rate forecasting.

Finally, the Manager serves as the liaison between customers and Optimizely, facilitating collaboration across teams such as Product, Engineering, Sales, and Professional Services to be the voice of the customer within the company.

Job Responsibilities

• In partnership with Sales, own the overall relationship with digital customers, focusing on growing adoption, retention, expansion, and customer satisfaction.
• Work with direct reports to guide and execute strategies to ensure digital customer success.
• Ensure customers adopt best practices for Optimizely's platform.
• Implement and provide a ‘white glove’ service to customers at scale.
• Identify and address client churn risks, collaborating with senior management and team members to mitigate those risks.
• Lead and participate in the creation of strategies that drive product adoption, value realization, and delight throughout the customer lifecycle in collaboration with internal teams.
• Manage customer relationships, including executive-level stakeholder management (C-level).
• Share expertise and organize training sessions for the team to support continuous learning and improvement.
• Analyze data to uncover insights and develop action plans to achieve goals.
• Guide customers through the full lifecycle, from onboarding to successful maturity and growth, while leading the team in this process.
• Develop and maintain a customer success management plan for themselves and the team, executing it effectively.
• Lead personalized, scalable communication with customers, creating opportunities for upselling services and products.
• Drive customer satisfaction by understanding and exceeding customer expectations.
• Represent the Customer Success team at client-facing and internal meetings.
• Report on team performance and implement plans to improve capabilities when necessary.
• Maintain customer success targets through contract renewals and manage the renewal process.
• Innovate the use of CRM and CSM tools to track KPIs and report on team performance.
• Ensure outstanding client retention levels.
• Collaborate effectively with other departments, particularly Sales, V&A, and Marketing teams in the region.
• Continuously engage in self-development regarding Optimizely’s tools and industry trends

Work Hours: Monday to Friday: 2 PM to 10 PM

Knowledge and Experience

• Comprehensive knowledge of customer success best practices, with the ability to apply them to complex assignments.
• Proficiency in Salesforce, Gainsight, and other CRM/CSM tools, with a track record of leveraging data to manage accounts, track KPIs, and drive retention.
• Experience with A/B testing, experimentation, and statistical methodologies is a strong plus.
• Familiarity with Optimizely’s platform and ecosystem is a strong plus.
• Proven track record as a top performer within a Customer Success team.
• Demonstrated experience mentoring or leading team members.
• Strong business acumen with the ability to connect customer outcomes to business impact.
• Excellent communication and stakeholder management skills, including C-level engagement.
• Customer-centric mindset with a focus on delivering value and building long-term relationships.
• Strong analytical and problem-solving skills, with the ability to translate insights into action.
• Proven ability to manage competing priorities and perform in fast-paced environments.
• Experience driving renewals, retention, and growth in a solutions-driven environment.
• Self-motivated, proactive, and comfortable working autonomously.

Education

Bachelor’s degree with 5-9 years of experience in Customer Success or a related field.