AI Customer Strategist

AI Customer Strategist

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers. From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, 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.

The AI Customer Strategy team drives measurable customer impact by guiding Optimizely AI product adoption from onboarding through long-term AI maturity. AI Customer Strategists serve as the primary strategic partner for customers owning the relationship, use case development, sustained usage, and renewal support alongside AEs. The AI Customer Strategist independently delivers customer engagements, onboarding programmes, and AI strategy deliverables. Applies established frameworks with minimal supervision to drive Optimizely AI adoption, usage depth, and customer value realization.

Job Responsibilities

Organizational Impact & Scope of Responsibility

• Owns end-to-end customer relationship for an assigned portfolio from kickoff through steady-state AI adoption
• Delivers defined onboarding programs, use case roadmaps, and QBRs tied to measurable Optimizely AI outcomes
• Contributes reliably to team targets; impact primarily within assigned customer base and immediate cross-functional partners

Innovation & Complexity

• Solves moderately complex customer challenges by adapting Optimizely AI best practices and AI strategy frameworks to varied client contexts
• Identifies improvements to delivery templates, workshop formats, and onboarding playbooks within own engagements
• Applies judgment to tailor known approaches; escalates novel or high-risk situations to senior team members

Communication & Influence

• Communicates progress, blockers, and outcomes clearly to customers, internal teammates, and immediate stakeholders
• Collaborates effectively with Account Executives, Solutions Engineering, Forward Deployed Engineers, and Customer Success collegues to deliver shared customer outcomes
• Builds trust and credibility at the practitioner and manager level through consistent, quality execution

Decision-Making & Autonomy

• Independently executes customer engagements within established guidelines and prioritized account criteria
• Makes day-to-day decisions on engagement approach, workshop design, and use case sequencing
• Escalates executive-level risks, significant scope changes, or renewal signals to senior strategist or manager

Leadership & Collaboration

• Actively supports team collaboration and knowledge sharing; contributes to a positive team culture
• May informally assist junior colleagues on delivery processes, Optimizely AI product knowledge, or customer frameworks
• Participates in cross-functional GTM efforts including pre-sales support and onboarding handoffs

AI & Automation

• Uses Optimizely AI and approved AI tools to improve efficiency in research, presentation prep, and use case analysis
• Applies AI-assisted workflows to streamline repeatable deliverables such as onboarding plans and strategy decks
• Identifies opportunities where AI can improve customer outcomes and shares learnings with the team

Knowledge and Experience

• Experience working in customer success, strategy consulting, onboarding, or implementation ideally in SaaS or MarTech
• Solid understanding of applied AI concepts, especially in marketing and digital experience contexts
• Confident facilitating workshops and presenting to customer managers; familiarity with Optimizely AI or comparable AI agent platforms a plus

Competencies

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.