Senior Customer Success Manager

Senior Customer Success Manager

The Senior Customer Success Manager (Sr. CSM) is a key partner helping our largest, most strategic enterprise customers achieve their objectives and extract maximum value from their investment in our products. Sr. CSMs own relationships with some of our highest-profile accounts, driving adoption, retention, and expansion by serving as a trusted advisor at every level of the customer organization, from day-to-day users up to executive sponsors. They are experts on our products and technology, digital strategy, and on growing a culture of understanding and acting on digital data. Sr. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, responding with a problem-solving mindset. By relying on deep experience, business acumen, and technical aptitude, Sr. CSMs are a driving force that enables our customers to unlock their digital potential. Additionally, the Sr. CSM serves as the liaison between us and the customer; facilitating collaboration with Product, Engineering, Sales, Professional Services, and others to be the voice of the customer within our company.

Job Responsibilities

• Provide consultative guidance to customers on how to best leverage our digital, content, product, and operations software and services to accomplish business objectives
• Advocate customer needs to cross-functional teams
• Maintain existing and develop new relationships with executive sponsors, champions, and users throughout your assigned enterprise account base
• 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 at business reviews and within renewals
• Leverage AI tools to manage administrative tasks and drive operational efficiency, freeing up time to focus on strategic customer engagement
• Partner with Account Executives on customer renewals and identify cross-sell/upsell opportunities
• Collaborate with implementation managers, professional services consultants, and program managers on large-scale global deployment efforts
• Work closely with Product teams to maintain an in-depth understanding of the technology and its application to customer needs
• Communicate the value of new functionality as it relates to unique customer goals, use cases, and opportunities
• Channel product feedback, both defects and enhancement requests, to the Product, Engineering, and R&D teams

Knowledge and Experience

• 6+ years of experience managing customer accounts in a customer-facing, SaaS or technology setting, with a proven track record of owning and growing strategic, enterprise-level relationships
• Demonstrated experience building and holding relationships with executive stakeholders (VP, SVP, and C-level) at large enterprise accounts, and translating their business priorities into successful outcomes
• Experience serving as the primary relationship owner for complex, high-value accounts, ideally including well-known global brands
• Strong commercial acumen to accurately forecast your book of business, including renewals and expansion opportunities
• A foundational understanding of the channels and technologies that support content marketing (social, amplification, marketing automation, CMS)
• Quick learner capable of handling concurrent tasks in a fast-paced environment with enthusiasm and a willingness to constantly learn
• Motivated self-starter who is comfortable bringing creative solutions to peers and leadership, both internally and externally, to evoke change and iteratively improve processes and business outcomes
• Ability to lead change within complex organizations with little or no formal processes
• Active listener who can influence and gain buy-in from multiple stakeholders, often with competing priorities
• Ability to drive multiple projects simultaneously and independently
• Experience leading and facilitating executive business reviews with strong executive presence
• Excellent presentation and communication skills

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

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.