Senior Enterprise CSM — Growth, Retention & Strategy

Optimizely; Austin (TX); On-site; USD 118,000 - 200,000; Full time

Job summary

Optimizely is seeking a Senior Customer Success Manager to lead strategic, enterprise-level relationships across some of our largest accounts. You will drive adoption, retention, and expansion by acting as a trusted advisor across user and executive stakeholders, collaborating with Product, Engineering, Sales and Services to maximize value from our AI-enabled marketing technology platform.

You bring 6+ years in SaaS or tech customer success, strong business acumen, and proven ability to forecast

Qualifications

• 6+ years of experience managing customer accounts in a customer-facing, SaaS or technology setting.
• Experience building relationships with executive stakeholders (VP, SVP, and C-level) at large enterprise accounts.
• Experience serving as the primary relationship owner for complex, high-value accounts.
• Strong commercial acumen to forecast book of business including renewals and expansion.
• Foundational understanding of content marketing channels and technologies.

Responsibilities

• Provide consultative guidance to customers on how to leverage our digital, content, product, and operations software to accomplish business objectives.
• Advocate customer needs to cross-functional teams.
• Maintain relationships with executive sponsors, champions, and users throughout enterprise accounts.
• Identify, monitor, and assess customer health signals.
• Design and drive internal and customer-facing plans to proactively ensure customer success.
• Measure and communicate business value during reviews and renewals.
• Leverage AI tools to manage administrative tasks and drive efficiency.
• Collaborate with Account Executives on renewals and cross-sell/upsell opportunities.
• Work with implementation managers and professional services on large-scale deployments.
• Communicate the value of new functionality related to customer goals.

Job description

Optimizely is seeking a Senior Customer Success Manager to lead strategic, enterprise-level relationships across some of our largest accounts. You will drive adoption, retention, and expansion by acting as a trusted advisor across user and executive stakeholders, collaborating with Product, Engineering, Sales and Services to maximize value from our AI-enabled marketing technology platform.

You bring 6+ years in SaaS or tech customer success, strong business acumen, and proven ability to forecast