Senior Customer Success Manager

Date: Nov 9, 2023

Location: North Sydney, AU, 2060

Company: Optimizely

Optimizely is known for content, commerce, and optimization with our Digital Experience Platform (DXP). Millions of experiences are served with our platform every single day, helping organizations grow exponentially online. We have the honor of serving some incredible customers – which makes what we do extremely rewarding. Optimizely has 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.


Not only are we financially sound and growing, but we have unicorn status: we exceeded $300M in revenue in 2020, is profitable already, and have all strategic options ahead of us. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities.


We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, Bangladesh, UAE, Singapore, and Vietnam. We blend European and American business cultures, emphasizing teamwork, inclusion, and moving fast. People make the difference!


The Senior Customer Success Manager (CSM) holds a pivotal role in ensuring customer success, spearheading renewals, generating high-quality upsell leads, and managing overall relationships within the designated client portfolio. This position demands a proactive approach to drive growth, showcasing adaptability to dynamic market conditions and evolving customer needs.

In addition to these responsibilities, this individual will play a crucial role in recognizing new opportunities for software and services within the assigned client base, concurrently elevating renewals performance. This multifaceted role extends to being accountable for enhancing financial performance, encompassing both revenue and margin growth. The Senior CSM will not only steer customer success but will also navigate the ever-changing landscape to achieve sustained business excellence.

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 motivated individual with a strong drive to achieve top results and overcome barriers, demonstrating quick adaptability to changing customer needs.
  • Strong customer empathy and a dedicated focus on contributing to the financial revenue growth of the company.
  • More than 5 years of experience in client-facing roles with proven success in using solid oral and written communication and presentation skills to achieve account and sales results.
  • Very good technical understanding and basic commercial experience.
  • Ability to act autonomously and work effectively on multiple projects.
  • Proficient in negotiation with strong presentation and communication skills.
  • High level of energy and enthusiasm for Internet Marketing, with additional experience in other digital/direct marketing disciplines being advantageous.
  • Knowledge of CRM tools such as Salesforce and Gainsight.
  • Passion for people, initiative-driven, and willing to go the extra mile with a "Can Do" attitude.
  • Confidence, self-motivation, and a driven mindset to achieve goals.
  • Experience in Customer Success operations within the digital marketing industry.
  • Excellent planning and organizational skills, along with interpersonal and communication skills.
  • Ability to work effectively across all parts of the organization.
  • Deep understanding of value drivers in a recurring revenue company, with analytical and process-oriented capabilities.
  • Flexibility in scheduling, with occasional travel requirements.


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

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space where you can do your best work and, in the process, unlock your boundless potential. We work hard to provide meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. We also provide the following: 


  • Private Health Insurance  

  • Death and TPD Coverage with Salary Continuance  

  • Offices in Melbourn and Sydney CBD 

  • Ongoing training and development opportunities 

  • 12-14 days Public Holiday Leaves outside of Annual Leave plus a day off on your work-anniversary  

  • Additional 2 days of company holidays (New Year's Eve & Juneteenth day) 

  • Paid Parental Leave (12 weeks for birthing individuals and 6 weeks for non-birthing individuals) 

  • Flexible working hours 

  • Employee Assistance Program 

  • Access to virtual wellness platform to promote a healthier lifestyle  

  • Opportunity to work with a global team 


It doesn’t end here; we have much more to offer. Join us to discover! 


At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.