Partner Success Manager

Date: Sep 13, 2023

Location: Nashua, US, 3063 Minneapolis, US, 55401 New York, US, 10003 Austin, US, 78705

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 primary objective of the Partner Success Manager role is to emphasize customer retention. By technically enabling and equipping our partners to deploy high-quality, secure, and efficient Optimizely solutions, we aim to enhance the value and longevity of our mutual customer relationships. Through these solutions, we can accelerate value realization, increase product adoption, and maximize customer lifetime value. A pivotal strategy in reaching this goal is cultivating and strengthening our global partner ecosystem. This expands our reach and fosters a community of passionate Optimizely advocates.

Job Responsibilities

1. Strengthen Internal Collaboration:

- Work closely with global sales, product management, engineering, marketing, expert services, onboarding, and customer success teams.

- Ensure integrated and coordinated service delivery to enhance customer experiences during onboarding, adoption, and retention phases.

2. Enhance External Relationships:

- Build and nurture relationships with partner executives and project teams.

3. Facilitate Difficult Conversations:

- Lead challenging discussions both internally and externally to achieve consensus, especially during critical situations.

4. Promote Continuous Improvement:

- Implement processes and programs aimed at enhancing the technical capabilities of partners.

5. Expand Partner Success Initiatives:

- Oversee and facilitate partner onboarding, training, and ongoing performance enhancements.

6. Ensure Quality Implementations:

- Adhere to and promote quality standards and best practices for each project, such as architecture reviews, performance checks, and launch planning.

7. Monitor Partner Performance:

- Design and maintain a scorecard that evaluates the success and performance of our partners. Metrics may include partner satisfaction scores, customer health metrics, implementation quality ratings, product knowledge levels, issue tracking, customer implementation counts, success stories, lead generation metrics, and more.

8. Represent Company in Partner Reviews:

- Act as the representative for Optimizely during Partner Quarterly Business Reviews, focusing on technical, project, and operational discussions for the partners assigned.

Knowledge and Experience

  • 3-5 years’ experience in software development, operations, and/or supply chain
  • Partner/Customer cloud services delivery & strategy experience
  • Previous experience leading the development and implementation of ecommerce processes, technologies and methodologies while dealing with ambiguous situations with can-do attitude across enterprise partners/customers
  • Previous experience providing credible, consultative and solutions-based guidance to partner and/or customer technology or business leaders
  • Experience running weekly partner and partner review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution that will drive positive customer outcomes


*  Bachelor’s degree in Computer Science, IT or Business Administration and/or equivalent professional services, partner management working experience

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.