AI Customer Strategist

Optimizely; Austin (TX); On-site; USD 70,000 - 100,000; Full time

Job summary

Optimizely is looking for an AI Customer Strategist in Austin, US, to drive customer engagement and AI adoption. Your role involves managing customer relationships, delivering onboarding programs, and ensuring clients achieve their desired outcomes using Optimizely AI.

The ideal candidate will have experience in customer success or strategy consulting within a SaaS or MarTech environment. Join Optimizely to help businesses realize the full potential of AI technologies.

Qualifications

• Experience in customer success, onboarding, or implementation, ideally in SaaS or MarTech.
• Solid understanding of applied AI in marketing and digital contexts.

Responsibilities

• Owns the end-to-end customer relationship for portfolio.
• Delivers onboarding programs and use case roadmaps.
• Communicates progress and outcomes to stakeholders.
• Collaborates with Account Executives and Engineers to meet customer outcomes.

Skills

Customer success experience

Strategy consulting

Applied AI concepts

Workshop facilitation

Job description

Location: Austin, US, 78705 Minneapolis, MN, US, 55401 Nashua, US, 3063

Introduction

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

• 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.
• 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.
• 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 colleagues to deliver shared customer outcomes.
• Builds trust and credibility at the practitioner and manager level through consistent, quality execution.
• 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.
• 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.
• 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.

Education

N/A

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.