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

• Proven experience owning the renewals process end-to-end — including negotiation and closing — even when supported by account teams.
• Strong ability to manage multiple products across a complex customer portfolio.
• Comfortable working in a fast-paced, dynamic environment with shifting priorities.
• 5+ years in a client-facing role, ideally in a digital marketing or SaaS environment.
• Strong customer empathy and a focus on revenue growth.
• Excellent communication, presentation, and negotiation skills.
• Technically savvy, with a good understanding of digital marketing concepts.
• Experience using CRM tools such as Salesforce and Gainsight.
• Organized and analytical; able to manage multiple projects and stakeholders.
• Able to work autonomously and collaborate effectively across teams.
• Fluent in English; fluency in Arabic or Dutch is a plus.
• Willingness to travel occasionally.
• A positive, proactive, and “can-do” attitude.

Education

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

Competencies