Customer Success Manager

5 months ago

Stockholm, Sweden Optimizely Full time

At Optimizely, we're on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution.
We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech. 

At our core, we believe work is about more than just numbers -- it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued. 

Join us and become part of a company that's empowering people to unlock their digital potential 

Introduction

The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the 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

In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 25-40 customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction.  Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators. Ensure customers adopt best practices for both running their digital program and in using our platform. Aid customer teams in exposing program value to their organization Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through example and professional and personal experiences.  Drive accountability for deliverables internally and among customer and partner teams.  Assess and provide perspective on customer challenges related to technical implementation, marketing strategy and building a culture of harmonizing, understanding, and acting on digital data.  Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services.  Coordinate appropriate resources for each meeting to obtain the desired outcome.  Identify and develop opportunities for new usage of our product across organizational functions and business units.  Educate and advise on potential use cases for new or unused features of our platform.  Manage account issues and escalations.  Maintain your own current functional knowledge and technical knowledge of our platform.  Collaborate with services to produce and implement solutions to customer challenges.  Collect product feedback and advocate for customer needs within the company.  Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise. 

Knowledge and Experience

3+ years of experience in a related function with direct customer contact and engagement experience, ina post-sale or professional services function, preferably at a SaaS-based company. Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention.  Familiarity working with clients of all sizes, especially B2C mid-market and enterprise retail organizations. Experience working with web or mobile app product and development teams. Experience with customer data platforms (CDP), digital marketing platforms, e-commerce platforms, and a real passion for new technologies.  Project and stakeholder management experience & skills.  Fluency in English & Swedish is a must-have

Education

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

Competencies

Establishing RelationshipsNavigating OrganizationsPrioritizing and Organizing WorkMaking Convincing ArgumentsNegotiating Agreements

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. We are dedicated to providing meaningful rewards and development opportunities for our employees, recognizing performance and creating a supportive working environment. 

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. 

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with. 

#LI-AS1

  • Customer Success Manager

    2 weeks ago

    Stockholm, Stockholm, Sweden Teamtailor Full time

    Customer Success ManagerAt Teamtailor, we're committed to delivering exceptional user experiences. We're expanding our Customer Success department and seeking a talented Customer Success Manager to drive growth in the North Europe area, with a focus on Dutch and English-speaking customers.Your key responsibilities will include:Implementing and onboarding new...

  • Customer Success Manager

    3 weeks ago

    Stockholm, Stockholm, Sweden Netigate Full time

    Discover the power of Netigate, a platform that revolutionizes employee engagement and customer experience. We empower organizations to gather valuable insights, drive meaningful interactions, and deliver exceptional results. With our intuitive interface and advanced analytics, companies can listen, understand, and act on insights from their workforce as...

  • Customer Success Manager

    1 day ago

    Stockholm, Sweden LanguageWire Full time

    Do you have experience with Customer Success? Even better with a twist of experience with the language industry? Would you also like to make a difference for your customer and our company? Yes? You should definitely read on!The role you’ll playWe are looking for a Swedish speaking Customer Success Manager to join our Customer Success team in Stockholm. You...

  • Customer Success Manager

    3 weeks ago

    Stockholm, Stockholm, Sweden Cisco Full time

    What You'll DoAs a Customer Success Manager at Cisco, you will play a crucial role in helping our customers adopt and use our technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals.Your...

  • Customer Success Manager.

    3 weeks ago

    Stockholm, Sweden Cisco Full time

    What You'll Do As a Customer Success Manager, you play a crucial role in helping our customers adopt and use Cisco technologies, driving value realization and growth. You will be the primary point of contact for customers, guiding them through software adoption and enabling them to accomplish their business and technical goals. Your responsibilities will...

  • Customer Success Technology Manager

    1 month ago

    Stockholm, Stockholm, Sweden Sinch Full time

    Customer Success Technology ManagerWe are Sinch, a global leader in Communication Platforms as a Service (CPaaS) and mobile customer engagement. Our innovative technology enables companies to engage and interact with their users across voice, messaging, and video.The RoleWe are seeking a proactive and results-driven Customer Success Manager to join our...

  • Customer Success Technology Manager

    2 months ago

    Stockholm, Sweden Sinch Full time

    We are Sinch. Join us and be a part of a global leader in Communication Platforms as a Service (CPaaS) and mobile customer engagement. With presence in more than 60 countries, we leverage innovative technology to enable companies to engage and interact with their users across voice, messaging, and video. The essence of the role We are seeking a proactive...

  • Senior Customer Success Manager

    4 weeks ago

    Stockholm, Stockholm, Sweden Epidemic Sound Full time

    At Epidemic Sound, we're revolutionizing the way creators soundtrack their content. As a Senior Customer Success Manager, you'll play a crucial role in securing mutually beneficial relationships with our most strategic enterprise clients.With a strong background in complex B2B Customer Success, you'll be responsible for developing trust and fostering...

  • Senior Customer Success Manager

    3 months ago

    Stockholm, Sweden Epidemic Sound Full time

    At Epidemic Sound, we make soundtracking content simple and inspiring with unlimited access to music and sound effects. Headquartered in Stockholm, with offices all over the world, we are a force of over 500 on a mission to soundtrack the world. Our innovative licensing model paves the way for creators - from YouTubers to small businesses to the world’s...

  • Customer Success Manager Nordics

    4 weeks ago

    Stockholm, Stockholm, Sweden Verve Full time

    Customer Success Manager NordicsVerve is a leading omnichannel ad platform that has revolutionized the way advertisers buy and monetize advertising. We are seeking an experienced Customer Success Manager to join our team in the Nordics region.Key Responsibilities:Manage a portfolio of key accounts and act as the main point of contact for all customer-related...

  • Customer Success Strategist

    2 weeks ago

    Stockholm, Stockholm, Sweden Optimizely Full time

    Customer Success ManagerAt Optimizely, we empower businesses to unlock their digital potential. Our Customer Success Manager plays a critical role in helping customers achieve their goals and maximize returns on their investment in our platform.Key ResponsibilitiesPartner with Account Executives to develop and execute customer success plans, driving...

  • Customer Success Strategist

    2 weeks ago

    Stockholm, Stockholm, Sweden Teamtailor Full time

    Customer Success Manager Job Description at TeamtailorWe're expanding our Customer Success department and looking for a seasoned Customer Success Manager to join our team focusing on the North Europe area. As a Customer Success Manager, you'll play a critical role in ensuring our customers achieve their goals through our Employer Branding and Applicant...

  • Junior Scaled Customer Success Manager

    4 weeks ago

    Stockholm, Sweden Teamtailor Full time

    Let’s Build the Future Together! Teamtailor is a leading Employer Branding and Applicant Tracking Software (ATS) SaaS platform, used by over 10 000 companies and 200,000 users worldwide Working at Teamtailor means working at a young, international, and fast-paced tech company that offers an ideal workplace for those who want to have a tangible impact on...

  • Customer Success Manager

    1 month ago

    Stockholm, Sweden Netigate Full time

    Discover Netigate , the game-changing platform revolutionizing employee engagement and customer experience. We empower organizations to gather valuable insights, drive meaningful interactions, and deliver exceptional results. With our intuitive interface and advanced analytics, companies can listen, understand, and act on insights from their workforce as...

  • Customer Success Strategist

    2 weeks ago

    Stockholm, Stockholm, Sweden Netigate Full time

    Unlock the full potential of Netigate's platform with our Customer Success Manager role. As a trusted advisor, you'll maximize customer value, drive retention and expansion, and identify new opportunities. Your expertise will empower clients to achieve their goals, ensuring a seamless adoption of our services.About the RoleThis is a critical position within...

  • Customer Success Manager

    4 weeks ago

    Stockholm, Stockholm, Sweden Teamtailor Full time

    At Teamtailor, we're on a mission to build the future of customer success. As a Junior Scaled Customer Success Manager, you'll play a key role in driving the commercial success and long-term happiness of our customers in the Small & Medium Business Segment.Your focus will be on building scalable solutions while maintaining a personal touch, ensuring every...

  • Customer Success Manager

    3 weeks ago

    Stockholm, Stockholm, Sweden Cisco Full time

    Customer Success ManagerAt Cisco, we're looking for a skilled Customer Success Manager to join our team. As a key member of our Customer Success organization, you'll play a vital role in helping our customers achieve their business goals with our technology.### Key Responsibilities* Drive software adoption and value realization across our customer base*...

  • Business Development Manager

    4 days ago

    Stockholm, Stockholm, Sweden Teamtailor Full time

    About TeamtailorWe are a leading Employer Branding and Applicant Tracking Software (ATS) SaaS platform, used by over 9000 companies and 200,000 users worldwide.Our company culture is young, international, and fast-paced, offering an ideal workplace for those who want to have a tangible impact on the growth of an organization and are craving responsibilities....

  • Customer Success Specialist

    4 weeks ago

    Stockholm, Stockholm, Sweden SAP Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Success Specialist to join our team at SAP. As a Customer Success Specialist, you will play a critical role in helping our customers achieve their business goals and objectives.Key ResponsibilitiesWork closely with customers to understand their business needs and develop tailored...

  • Customer Success Specialist

    4 weeks ago

    Stockholm, Stockholm, Sweden SAP Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Success Specialist to join our team at SAP. As a Customer Success Specialist, you will be responsible for guiding customers through their business journey with our solutions, increasing customer satisfaction, retention, and upsells for Cloud products.Key ResponsibilitiesWork directly...