Senior Enterprise CSM - AI-Driven Customer Growth

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

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