AI-Driven Customer Success Manager for MarTech

Optimizely; Stockholms kommun; On-site; SEK 520,000 - 800,000; Full time

Job summary

Optimizely is hiring a Customer Success Manager (CSM) to help customers achieve strategic objectives and maximize value from our AI-enabled marketing platform. You will be a trusted advisor, driving adoption, retention, and expansion across a blended portfolio of 30-45 customers.

You will collaborate with Product, Engineering, Sales, and Services to ensure client success, mentor teammates, and identify new usage opportunities while staying current on industry trends.

Qualifications

• 3+ years of post-sale or professional services experience with direct customer contact.
• Prior experience in a Customer Success Manager role or equivalent with a history of increasing satisfaction, adoption, and retention.
• Familiarity with clients of all sizes, especially B2C mid-market and enterprise retail organizations.
• Experience with web or mobile app product and development teams.
• Experience with CDP, digital marketing platforms, e-commerce platforms.
• Project and stakeholder management experience & skills.
• Bachelor's degree and preferably further professional training in direct marketing a plus.

Responsibilities

• In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 30-45 customers, focusing on growing adoption and ensuring retention, expansion and satisfaction.
• Build and execute a success plan with critical goals and KPIs.
• Ensure customers adopt best practices for running their digital program and using our platform.
• Mentor and inspire fellow CSMs and contribute to the team’s development.
• Drive accountability for deliverables across internal and customer/partner teams.
• Assess and provide perspective on challenges related to technical implementation, marketing strategy and data.
• Establish trusted advisor relationships with customers and drive continued value of our solution and services.
• Coordinate resources for meetings to obtain the desired outcome.
• Identify opportunities for new usage of our product across org units.
• Educate on potential use cases for new or unused features of our platform.
• Manage account issues and escalations.
• Maintain current functional/technical knowledge of the platform.
• Collaborate with services to implement solutions to customer challenges.
• Collect product feedback and advocate for customer needs.
• Stay aware of industry news to provide ecosystem expertise.

Skills

Account management

Customer engagement

SaaS

Cross-functional collaboration

Education

Bachelor's degree

Tools

CDP

Digital marketing platforms

E-commerce platforms

Job description

Optimizely is hiring a Customer Success Manager (CSM) to help customers achieve strategic objectives and maximize value from our AI-enabled marketing platform. You will be a trusted advisor, driving adoption, retention, and expansion across a blended portfolio of 30-45 customers.

You will collaborate with Product, Engineering, Sales, and Services to ensure client success, mentor teammates, and identify new usage opportunities while staying current on industry trends.