Customer Success Manager

Optimizely, Inc.; London; On-site; GBP 45,000 - 70,000; Full time

Job summary

A leading company in digital experience technology seeks a Customer Success Manager in London. The role involves advocating for customer satisfaction, onboarding clients, and expanding account relationships. Ideal candidates are driven, results-oriented individuals with excellent communication skills and a background in SaaS, particularly in personalization solutions.

Qualifications

• Experience in customer success management, ideally in Personalization SaaS.
• Proven track record of achieving targets.
• Strong commercial awareness and customer focus.

Responsibilities

• Manage customer relationships to ensure satisfaction and retention.
• Implement personalized service approaches for clients.
• Analyze data to develop action plans for customer growth.

Skills

Communication

Conflict Management

Customer Focus

Adaptability

Organizational Skills

Negotiation

Job description

Optimizely is focused on unlocking digital potential and is a recognized leader in the Digital Experience Platform (DXP) category, pioneering the field of A/B Testing and experimentation software. We serve over 9,000 brands, including global organizations like Visa, Sky, Yamaha, Wall Street Journal, and tech innovators such as Atlassian, DocuSign, Fitbit, and Zillow.

We are financially robust, experiencing growth, and have achieved unicorn status by exceeding $300M in revenue in 2020. We are profitable and exploring all strategic options. With a market opportunity exceeding $30 billion, we offer significant career growth opportunities.

Our culture is inclusive, with a global team of 1,200+ employees across the US, Europe, Australia, and Vietnam. We blend European and American business cultures, emphasizing teamwork, inclusion, and agility. People are our greatest asset!

If you're eager to work on next-generation digital technologies in a fast-paced, hyper-growth environment, we invite you to apply. We're just getting started...

Customer Success Managers at Optimizely

As a Customer Success Manager, you will advocate for our customers, focusing on satisfaction, retention, and identifying new opportunities to expand our relationships with clients and partners. Your role involves ensuring successful adoption of Optimizely solutions by engaging with customers throughout their lifecycle.

• Implement a high-touch, personalized service approach, especially for our Personalization offerings (Content Recommendations, Product Recommendations, CDP).
• Proactively address risks of client churn in collaboration with senior management.
• Introduce new products and cross-sell from the Personalization suite to other areas such as Content Cloud and Experimentation.
• Share expertise regularly to support team learning and improvement.
• Become the go-to expert in the Personalization Suite of products.
• Analyze data to discover insights and develop action plans to meet objectives.
• Manage customers through all lifecycle stages, from onboarding to maturity and growth.
• Develop and execute customer success plans.
• Consult and train customers to maximize ROI from Optimizely solutions.
• Drive customer satisfaction by exceeding expectations.
• Represent the Customer Success team in client meetings and events as the primary contact.
• Maintain customer success targets through renewals, growth, and lead generation.
• Manage the customer renewal process.
• Use CRM tools to record customer information and track KPIs.
• Report on account growth, issues, and escalations to management.
• Ensure high levels of client retention.
• Conduct presentations and demos to showcase value and drive business impact.
• Collaborate effectively with other departments, especially sales.
• Engage in continuous self-development related to Optimizely and industry trends.
• Travel to customer sites as needed.

About You

• Experience in customer success management, ideally within the Personalization SaaS space.
• Excellent English communication skills.
• Driven, results-oriented, adaptable, and comfortable with ambiguity.
• Strong commercial awareness and customer focus.
• Conflict management skills.
• Passionate about people, proactive, and willing to go the extra mile.
• Can-do attitude with excellent customer-facing skills.
• Proven track record of achieving targets in a solutions environment.
• Excellent written and verbal communication skills.
• Ability to work under pressure while maintaining focus.
• Clear communication of technical and business issues.
• Understanding of digital marketing techniques.
• Experience in delivering strategies and plans.
• Self-motivated, energetic, and engaging personality.
• Ability to build trust, grow accounts, and nurture team talent.
• Strong organizational skills and work ethic.
• Ability to work independently and negotiate long-term relationships.

Optimizely is committed to diversity and inclusion. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or other protected categories.