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Customer Success Manager
2 months ago
We are seeking a highly skilled Customer Success Manager to join our team at Optimizely. As a key partner, you will help our customers achieve their strategic objectives and extract maximum value from their investment in our products.
As a trusted advisor, you will drive adoption, retention, and expansion of our products and services by being an expert on our products and technology, digital strategy, and growing a culture of harmonizing, understanding, and acting on digital data.
You will 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, you will be the driving force that enables our customers to unlock their digital potential.
Additionally, you will serve 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.
Key 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.
- 3+ years of experience in a related function with direct customer contact and engagement experience, in a 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.
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.
