About this opportunity
Optimizely lists this Senior Customer Success Manager opportunity in austin, Texas. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Senior Customer Success ManagerWe're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers. 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.Introduction 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 ResponsibilitiesProvide consultative guidance to customers on how to best leverage our digital, content, product, and operations software and services to accomplish business objectivesAdvocate customer needs to cross-functional teamsMaintain existing and develop new relationships with executive sponsors, champions, and users throughout your assigned enterprise account baseIdentify, monitor, and assess customer health signalsDesign and drive internal and customer-facing plans to proactively encourage customer successMeasure and communicate business value to executives, champions, and key stakeholders at business reviews and within renewalsLeverage AI tools to manage administrative tasks and drive operational efficiency, freeing up time to focus on strategic customer engagementPartner with Account Executives on customer renewals and identify cross-sell/upsell opportunitiesCollaborate with implementation managers, professional services consultants, and program managers on large-scale global deployment effortsWork closely with Product teams to maintain an in-depth understanding of the technology and its application to customer needsCommunicate the value of new functionality as it relates to unique customer goals, use cases, and opportunitiesChannel product feedback, both defects and enhancement requests, to the Product, Engineering, and R&D teamsKnowledge and Experience6+ 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 relationshipsDemonstrated experience building and holding relationships with executive stakeholders (VP, SVP, and C-level) at large enterprise accounts, and translating their business priorities into successful outcomesExperience serving as the primary relationship owner for complex, high-value accounts, ideally including well-known global brandsStrong commercial acumen to accurately forecast your book of business, including renewals and expansion opportunitiesA 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 learnMotivated 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 outcomesAbility to lead change within complex organizations with little or no formal processesActive listener who can influence and gain buy-in from multiple stakeholders, often with competing prioritiesAbility to drive multiple projects simultaneously and independentlyExperience leading and facilitating executive business reviews with strong executive presenceExcellent presentation and communication skillsEducationBachelors degree and preferably further professional training in direct marketing or a Masters degree a plusCompetenciesEstablishing RelationshipsNavigating OrganizationsPrioritizing and Organizing WorkMaking Convincing ArgumentsNegotiating AgreementsChampioning Customer NeedsOptimizely 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.
Worksite address
austin, TX, 78701, US
Who can apply
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