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, focused on our Experimentation products.

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 opportunities and strategic support 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 and Cross-sell additional products
• 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 Experimentation products
• Proactively provide smart client research and industry specific information
• Deliver QBRs to review performance and position Optimizely’s wider suite of products and services to the customer’s specific needs 
• Identify, develop, and maintain long-term constructive and effective client relationships
• 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 of Experimentation products
• Good Commercial understanding and experience
• Ability to act autonomously
• Very good presentation and communication skills
• Strong negotiation skills
• High level of energy & enthusiasm for Experimentation
• 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 Experimentation and/or Analytics 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