Director, Customer Success

Introduction

As the Global Customer Success Director for Optimizely One, you will lead & empower a team of experienced Senior Customer Success Managers who will drive our most strategic customers, our Optimizely One cohort, to successfully adopt Optimizely's suite of solutions and lead in the creation of strategies that delight our customers throughout the customer lifecycle.  This role will include establishing the global Optimizely One customer success practice, interviewing and hiring best-in-class talent who demonstrate excellence in a variety of skill sets, including but not limited to product knowledge, executive presence, organizational acumen and high-impact customer engagements.  This role will also be responsible for working closely with the SVP of Customer Success & Advocacy on developing and executing the Customer Success Transformation Program for the year. 

Job Responsibilities

• Build a highly successful, motivated team of Optimizely One Customer Success Managers across the globe.
• Drive ongoing cadence with the team to report on critical metrics and new initiatives.
• Regularly shares expertise and upskill the team to support continuous learning and improvement.
• Implement and ensure a consistent ‘white glove’ service for our top tier of strategic customers.
• Address risks of client churn with strong migration plans in partnership with the AEs. 
• Collaborate with cross-functional leaders to drive results & work on key focus areas that drive ROI for our customer base. 
• Collaboratively work with and across other departments, especially the sales team, partner team and marketing team in each respective region
• Lead and participate in the creation of strategies that drive product adoption and value realization
• Customer relationship and executive stakeholder management (to C-level)
• Analyze performance data, discover compelling insights and develop action plans to achieve goals
• Maintaining customer success targets through contract renewals, growth and lead generation
• Maintain an active course of self-development in Optimizely & Industry developments
• Collaborate with key stakeholders to ensure a unified approach to transformation, fostering engagement and commitment across the organization and third-party vendors or consultants. Ensure scalable and standard value realization methodology to meet our stakeholder need
• Provide comprehensive reports that outline the progress, risks, issues, and decisions tied to all transformation program initiatives.
• Develop project work plans and roadmaps with cross-functional partners to support the execution and implementation of strategic recommendations.

Knowledge and Experience

• Experience leading a team of customer success managers
• An innate drive for customer success and a strong commercial awareness
• Proven track record of leading through change and in high pressure situations
• Strong leadership capabilities at the group management level
• The skills to be a data-driven decision-maker
• Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
• Strong conflict management and conflict resolution skills
• A passion for people, able to use your initiative and willing to go the extra mile
• Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
• Excellent written and verbal communication skills
•  Ability to work well under pressure, while retaining focus and composure
• Ability to develop customer trust, grow accounts and nurture the talented team around you
• The tenacity to develop and educate existing customers on the company philosophy and product offering
• Ability to work autonomously negotiating long term relationships
• Experience developing & maintaining business cases in a highly matrixed environment
• Excellent communication and interpersonal abilities to collaborate optimally with various stakeholders. Exceptional communication and presentation skills.
• Excellent project management experience including ability to create and maintain project plans, executive dashboards, complex excel files, etc.
• You are experienced at change management, including overseeing and coordinating various processes and strategic initiatives tied to transformation.
• You have strong program management experience and are able to keep projects organized, stakeholders informed and drive accountability to key milestones and deadlines.

Education

Bachelors Degree