Senior Customer Success Manager

Date: Nov 13, 2023

Location: Minneapolis, US, 55401 Austin, US, 78705 Nashua, US, 3063

Company: Optimizely

Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and have the pleasure of serving over 9,000 brands, from global organizations such as Visa, Sky, Yamaha, and Wall Street Journal to tech innovators like Atlassian DocuSign, FitBit, and Zillow.  

Optimizely fosters an inclusive and diverse culture with a global team of 1500+ people spread
across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. Our unique work environment focuses on flexibility, trust, teamwork, diversity, and moving fast.

We genuinely believe that our people make all the difference, and once we find the best talent, we go out of our way to nurture them.  If you are looking to work on the next generation of digital technologies in a fast-paced and growing environment with industry leaders, Optimizely is the place for you! 


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
  • 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
  • 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


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


Establishing Relationships
Navigating Organizations
Prioritizing and Organizing Work
Making Convincing Arguments
Negotiating Agreements
Championing Customer Needs

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.




Nearest Major Market: Minneapolis