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Senior Customer Success Manager

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Date: Apr 29, 2024

Location: London, GB, SE1 9PG

Company: Optimizely

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.  

We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech. 

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued. 

Join us and become part of a company that's empowering people to unlock their digital potential! 

To get a sneak peek into our culture, find us on Instagram: @optimizely

Introduction

As a Senior CSM at Optimizely, you will enhance customer satisfaction and loyalty by driving growth in recurring revenue. Actively engage with our existing customer base to identify opportunities for cross-selling and up-selling, with a focus on delivering value through our Education and Expert Services.

Job Responsibilities

Key Responsibilities:

  • Customer Advocacy: Champion customer needs and work closely with internal teams to ensure our products and services exceed customer expectations.
  • Strategic Account Management: Develop and execute account strategies that foster long-term business relationships and customer engagement.
  • Insightful Analysis: Conduct thorough research on client industries to provide strategic insights and recommendations that align with customer goals.
  • Relationship Building: Cultivate meaningful connections with clients, ensuring consistent communication and alignment through regular touchpoints and strategic reviews.
  • Advisory Role: Establish yourself as a consultative partner, offering strategic advice and insights to steer clients towards successful outcomes.
  • Financial Oversight: Monitor and manage the financial health of customer accounts, providing transparency and proactive strategies to optimize their investment.
  • Unified Communication: Act as the primary point of contact for all service-related inquiries, streamlining communication between customers, partners, and internal teams.

Expectations:

  • Tailor presentations to highlight how our products and services can solve specific customer challenges.
  • Maintain a proactive communication schedule with clients to ensure ongoing alignment and proactive support.
  • Serve as the customer’s voice within the organization, advocating for their needs and contributing to their success.

Knowledge and Experience

  • Proven track record in client-facing roles with strong technical acumen
  • Over 5 years of experience in the digital marketing industry
  • Proficient with CRM tools such as Salesforce and Gainsight
  • Passionate about digital experience and marketing
  • Excellent communication, negotiation, and presentation skills
  • Analytical and process-oriented mindset
  • Flexible and willing to travel occasionally
  • Ability to work effectively on multiple projects and across organizational levels
  • Knowledge of direct marketing disciplines
  • Deep understanding of value drivers in recurring revenue businesses
  • “Can Do” attitude, driven to achieve and exceed expectation

Education

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

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.

 

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