Senior Customer Success Manager

Optimizely; London; On-site; GBP 45,000 - 85,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to drive customer success and revenue growth. This role involves managing relationships with clients, strategizing for upsell opportunities, and ensuring customer satisfaction through proactive engagement. You'll work closely with senior executives, leveraging your communication and analytical skills to provide tailored solutions. Join a dynamic team that values collaboration and continuous improvement, where your contributions will directly impact the success of numerous businesses. If you're passionate about helping clients unlock their digital potential, this is the perfect opportunity for you.

Qualifications

• 5+ years in a client-facing role with strong communication skills.
• Experience in Customer Success operations in digital marketing.

Responsibilities

• Drive customer success and manage renewals within assigned accounts.
• Cultivate relationships with senior executives and provide strategic insights.

Skills

Customer Empathy

Communication Skills

Presentation Skills

Analytical Skills

Project Management

Sales Skills

Problem-Solving

Interpersonal Skills

Adaptability

Initiative

Education

Bachelor's Degree

Master's Degree

Tools

Salesforce

Gainsight

Job description

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.

We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech.

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued.

Join us and become part of a company that's empowering people to unlock their digital potential!

Role Overview

The role of the Senior Customer Success Manager (CSM) will be accountable for driving customer success, leading renewals, creating qualified upsell leads, and overall relationship management within the assigned client base.

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 regular contact with clients regarding account direction, project management issues through QBRs 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
• High level of energy & enthusiasm for Internet Marketing
• 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
• Deep understanding of value drivers in a recurring revenue company
• Analytical and process-oriented
• Flexibility in scheduling; occasional travel might be required

Education

Bachelor's degree and preferably further professional training in direct marketing or a Master's degree a plus.

Optimizely's Commitment

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.