Customer Success Manager

Customer Success Manager

Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go. 10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech. But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together. If you want to be part of a team that's shaping the future of marketing technology — and actually enjoys doing it — you're in the right place.

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 driven individual with strong desire to achieve top results and break through barriers, determined to adapt quickly to changing customer needs. Strong customer empathy and desire for own company's financial revenue growth. Demonstrated success using solid oral and written communication and presentation skills to achieve account and sales results. More than 5 years of experience working in a client facing environment. Very good technical understanding. Basic Commercial understanding and experience. Ability to act autonomously. Very good presentation and communication skills. Strong negotiation skills. High level of energy & enthusiasm for Internet Marketing. Other digital / direct marketing disciplines an advantage. Knowledge of CRM tools (i.e. Salesforce and Gainsight). Ability to work effectively on multiple projects. A passion for people, able to use your initiative and willing to go the extra mile. Have a "Can Do" attitude. Excellent written and verbal communication skills. Confident, self-motivated and driven to achieve. Experience in Customer Success operations in the digital marketing industry. Excellent planning and organizational skills. Interpersonal and communication skills. The ability to work effective across all parts of the organization. Deep understanding of value drivers in a recurring revenue company. Analytical and process oriented. Flexibility in scheduling, occasional travel might be 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