Senior Customer Success Manager

Introduction

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.

Education

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