Senior Customer Success Manager

Optimizely; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

Optimizely is seeking a Senior Customer Success Manager to partner with our largest enterprise customers, driving adoption, retention and expansion. You will own executive relationships, champion digital strategies, and coordinate across Product, Engineering, Sales, and Professional Services to unlock value from our platform.

You will leverage AI tools to streamline operations, lead executive reviews, and guide customers through complex deployments at scale, ensuring measurable business outcomes

Qualifications

• 6+ years managing enterprise SaaS or technology accounts.
• Experience building and maintaining relationships with executive stakeholders (VP/SVP/C-level).
• Ability to forecast book of business including renewals and expansion opportunities.
• Foundational understanding of content marketing channels and CMS.
• Willingness to lead change in complex organizations with minimal process.
• Excellent communication and executive presence.

Responsibilities

• Provide consultative guidance to customers on leveraging our software to achieve business objectives.
• Advocate customer needs to cross-functional teams.
• Maintain relationships with executive sponsors, champions, and users across enterprise accounts.
• Identify, monitor, and assess customer health signals.
• Design and drive internal and customer-facing plans to ensure customer success.
• Measure and communicate business value at business reviews and renewals.
• Leverage AI tools to streamline administrative tasks and drive efficiency.
• Collaborate with Account Executives on renewals and cross-sell/upsell opportunities.
• Partner with implementation managers and professional services on large-scale deployments.
• Work with Product teams to understand technology and its application to customer needs.
• Channel product feedback to Product, Engineering, and R&D teams.

Skills

Executive stakeholder relationships

Forecasting renewals & expansions

Strong commercial acumen

Change leadership

Active listening

Executive presentation skills

Project management

Self-starter

Fast learner

Cross-functional collaboration

Education

Bachelor’s degree

Masters degree (a plus)

Direct marketing training

Tools

AI tools

Job description

Company Description

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers.

We're not here to add to the noise. We're not here to add to the noise.

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.

Find us on Instagram: @optimizely

Job Description

The Senior Customer Success Manager (Sr. CSM) is a key partner helping our largest, most strategic enterprise customers achieve their objectives and extract maximum value from their investment in our products. Sr. CSMs own relationships with some of our highest-profile accounts, driving adoption, retention, and expansion by serving as a trusted advisor at every level of the customer organization, from day-to-day users up to executive sponsors. They are experts on our products and technology, digital strategy, and on growing a culture of understanding and acting on digital data. Sr. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, responding with a problem-solving mindset. By relying on deep experience, business acumen, and technical aptitude, Sr. CSMs are a driving force that enables our customers to unlock their digital potential. Additionally, the Sr. CSM serves as the liaison between us and the customer; facilitating collaboration with Product, Engineering, Sales, Professional Services, and others to be the voice of the customer within our company.

Job Responsibilities

• Provide consultative guidance to customers on how to best leverage our digital, content, product, and operations software and services to accomplish business objectives
• Advocate customer needs to cross-functional teams
• Maintain existing and develop new relationships with executive sponsors, champions, and users throughout your assigned enterprise account base
• Identify, monitor, and assess customer health signals
• Design and drive internal and customer-facing plans to proactively encourage customer success
• Measure and communicate business value to executives, champions, and key stakeholders at business reviews and within renewals
• Leverage AI tools to manage administrative tasks and drive operational efficiency, freeing up time to focus on strategic customer engagement
• Partner with Account Executives on customer renewals and identify cross-sell/upsell opportunities
• Collaborate with implementation managers, professional services consultants, and program managers on large-scale global deployment efforts
• Work closely with Product teams to maintain an in-depth understanding of the technology and its application to customer needs
• Communicate the value of new functionality as it relates to unique customer goals, use cases, and opportunities
• Channel product feedback, both defects and enhancement requests, to the Product, Engineering, and R&D teams

Qualifications

• 6+ years of experience managing customer accounts in a customer-facing, SaaS or technology setting, with a proven track record of owning and growing strategic, enterprise-level relationships
• Demonstrated experience building and holding relationships with executive stakeholders (VP, SVP, and C-level) at large enterprise accounts, and translating their business priorities into successful outcomes
• Experience serving as the primary relationship owner for complex, high-value accounts, ideally including well-known global brands
• Strong commercial acumen to accurately forecast your book of business, including renewals and expansion opportunities
• A foundational understanding of the channels and technologies that support content marketing (social, amplification, marketing automation, CMS)
• Quick learner capable of handling concurrent tasks in a fast-paced environment with enthusiasm and a willingness to constantly learn
• Motivated self-starter who is comfortable bringing creative solutions to peers and leadership, both internally and externally, to evoke change and iteratively improve processes and business outcomes
• Ability to lead change within complex organizations with little or no formal processes
• Active listener who can influence and gain buy-in from multiple stakeholders, often with competing priorities
• Ability to drive multiple projects simultaneously and independently
• Experience leading and facilitating executive business reviews with strong executive presence
• Excellent presentation and communication skills

Education

Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.