Senior Customer Success Manager

Optimizely•New York, NY

13h•$118,000 - $200,000

About The Position

The Senior Customer Success Manager (Sr. CSM) partners with Optimizely’s largest and most strategic enterprise customers to help them achieve their objectives and maximize the value of the company’s products. The role owns relationships with high-profile accounts and drives adoption, retention, and expansion by acting as a trusted advisor to stakeholders throughout customer organizations, from day-to-day users to executive sponsors. Sr. CSMs bring expertise in Optimizely’s products and technology, digital strategy, and the use of digital data. They understand customer challenges and needs, apply a problem-solving mindset, and use their experience, business acumen, and technical aptitude to help customers realize their digital potential. The role also serves as a liaison between customers and Optimizely, coordinating with Product, Engineering, Sales, Professional Services, and other teams, and representing the customer’s voice internally.

Requirements

At least 6 years of experience managing customer accounts in a customer-facing SaaS or technology setting, with a record of owning and growing strategic enterprise relationships.
Experience building and maintaining relationships with VP-, SVP-, and C-level executive stakeholders at large enterprise accounts, and translating their business priorities into successful outcomes.
Experience serving as the primary relationship owner for complex, high-value accounts; experience with well-known global brands is ideal.
Strong commercial acumen to forecast a book of business, including renewals and expansion opportunities.
Foundational understanding of channels and technologies that support content marketing, such as social, amplification, marketing automation, and CMS.
Ability to learn quickly, manage concurrent tasks in a fast-paced environment, and demonstrate enthusiasm and willingness to keep learning.
Self-starter comfortable bringing creative solutions to peers and leadership, internally and externally, to support change and improve processes and business outcomes.
Ability to lead change within complex organizations with little or no formal processes.
Active listening skills and ability to influence and gain buy-in from stakeholders with competing priorities.
Ability to independently drive multiple projects simultaneously.
Experience leading and facilitating executive business reviews, with strong executive presence.
Excellent presentation and communication skills.
Bachelor’s degree.

Nice To Haves

Further professional training in direct marketing.
Master’s degree.

Responsibilities

Provide consultative guidance on using Optimizely’s digital, content, product, and operations software and services to accomplish business objectives.
Advocate for customer needs with cross-functional teams.
Maintain existing relationships and develop new ones with executive sponsors, champions, and users across assigned enterprise accounts.
Identify, monitor, and assess customer health signals.
Design and drive internal and customer-facing plans to proactively encourage customer success.
Measure and communicate business value to executives, champions, and key stakeholders during business reviews and renewals.
Use AI tools to manage administrative tasks and improve operational efficiency, allowing more time for strategic customer engagement.
Partner with Account Executives on renewals and identify cross-sell and upsell opportunities.
Collaborate with implementation managers, professional services consultants, and program managers on large-scale global deployments.
Work with Product teams to maintain an in-depth understanding of the technology and its application to customer needs.
Communicate the value of new functionality in relation to customer goals, use cases, and opportunities.
Channel product feedback, including defects and enhancement requests, to Product, Engineering, and R&D teams.