Senior Customer Success Manager

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

Are you a visionary Customer Success professional with a passion for cutting-edge AI? Do you thrive on empowering customers to unlock transformative value from innovative technology? Optimizely is seeking a dynamic and experienced Senior Customer Success Manager to join our pioneering Opal team. This isn't just another CSM role; it's an opportunity to be an early architect of our customer journey, shaping the future of AI-driven marketing and digital experiences.

As an Opal Sr CSM, you'll be at the forefront of our mission, guiding our most strategic customers to harness the full power of Opal. If you're excited by the prospect of turning complex business challenges into elegant AI-powered solutions and driving measurable outcomes, we want to hear from you!

Job Responsibilities

• Pioneer AI Adoption: Drive the successful adoption and expansion of Opal, ensuring our customers achieve tangible, measurable business outcomes and realize maximum ROI from their investment.
• Become an Opal AI Guru: Master Opal's advanced capabilities, including autonomous agents, multi-step workflows, custom tool integration, robust instruction and context setting, and sophisticated prompt engineering. You'll be the go-to expert for our most technically advanced customers.
• Translate Vision into Reality: Partner closely with customers to understand their unique business processes and translate them into use cases that Opal can solve, leveraging all available platform capabilities.
• Strategic Relationship Builder: Cultivate deep, strategic relationships with senior-level executives, AI leaders and builders, acting as a trusted advisor and a single point of contact for all things Opal.
• Growth Driver: Actively prospect and grow existing customer recurring revenue, identifying and capitalizing on upsell opportunities for Opal and other Optimizely products and services.
• Champion for the Customer: Manage the renewal pipeline, provide timely and accurate forecasts, and ensure customer satisfaction and retention.
• Shape the Future: As an early member of the Opal Customer Success team, you'll have a unique opportunity to shape our processes, influence the product roadmap, and contribute significantly to building a world-class CS organization.
• Market Intelligence: Proactively provide smart client research and industry-specific insights, positioning Optimizely and Opal as leaders in the AI-driven marketing landscape.
• Presentation & Persuasion: Deliver compelling presentations that clearly articulate Opal's value proposition and demonstrate how our solutions address customer needs.
• Financial Acumen: Maintain an in-depth understanding of the financial status of accounts and align success strategies with customer business objectives.
• Cross-functional Collaboration: Become a single point of contact for customers, partners, and internal sales for services opportunities, working effectively across all parts of the organization.
  
  

Knowledge And Experience

• 5 years of proven success in a Senior Customer Success Manager or similar client-facing role within the digital marketing, MarTech, AI or SaaS industry.
• Deep-seated passion for AI: You like to stay on the cutting-edge of the AI revolution, following the latest trends, understanding the competitive landscape, and anticipating where AI tools are headed for marketers and digital leaders.
• Exceptional technical aptitude: A very good technical understanding, with the ability to quickly grasp complex AI concepts and articulate them clearly to both technical and non-technical audiences.
• Strategic & Analytical Mindset: Highly driven with a strong desire to achieve top results, break through barriers, and adapt quickly to changing customer needs and market demands.
• Customer Empathy: A genuine desire to understand customer challenges and a proven ability to drive their financial revenue growth.
• Outstanding Communication: Demonstrated success using solid oral and written communication, presentation, and negotiation skills to achieve account and sales results.
• Autonomous & Proactive: Ability to act autonomously, take initiative, navigate ambiguity, and possess a "Can Do" attitude
• Customer-Obsessed: Everything we do is with the customer at the center, we go the extra mile to deliver a 5-star customer experience and view our customers' success as our own.
• Organizational Prowess: Excellent planning, organizational, and project management skills, capable of managing multiple customers and projects effectively.
• Commercial Acumen: Basic commercial understanding and experience, with a deep understanding of value drivers in a recurring revenue business model.
• CRM Proficiency: Knowledge of CRM/CSP tools (e.g., Salesforce, Gainsight) for managing customer relationships and pipeline.
• Flexibility: Willingness to adapt to scheduling changes and occasional travel as required.
  
  

Education

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

Competencies

Establishing Relationships

Navigating Organizations

Prioritizing and Organizing Work

Making Convincing Arguments

Negotiating Agreements

Championing Customer Needs

Total Target Range: $118,000-$200,000

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.