Senior Customer Success Manager, UK

  • London, UK
  • Full-time

Company Description

As the most adopted digital experimentation platform, Optimizely is enabling the world’s largest brands turn their data into a best-in-class customer experience. The platform’s ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-driven decisions, allowing businesses to dramatically drive up the value of their digital products. Headquartered in downtown San Francisco with offices in New York, Austin, Amsterdam, London, Cologne, Munich and Sydney, we have grown from an easy-to-use A/B testing product into a premier test and learn platform.

Job Description

Optimizely believes in putting the customer at the center of everything we do. To make our customers successful, the Customer Success Management team partners with our customers to advocate on their behalf within Optimizely, drive product adoption and satisfaction.  Our primary objective is to ensure our customers realize a positive return on their experimentation investment. Customer Success is essential to improved revenue and overall company growth.

We are seeking a Senior Customer Success Manager to partner with 25-35 enterprise customers (approximately $3M book of business) in the UK region.

Key Competencies 

  • Expert in solving complex business problems with data

  • Driving results and outcomes

  • Goal-oriented

  • Working knowledge of experimentation

  • Confident and inspirational communicator

  • Strong relationship management skills

  • Adaptive in a rapidly changing work environment

What you will do

  • ROI-focused quarterback for a select portfolio of mainly enterprise customers

  • Drive usage, adoption and value realization in order to meet or exceed adoption and net retention targets by executing on Success Plans, playbooks, and Customer Journey in Gainsight

  • Strategize and partner with customers to secure executive visibility of Optimizely business results

  • Develop account plans in partnership with account teams (Account Executives, marketing, services, partners, etc.) to drive product adoption, satisfaction and expansion opportunities

  • Work cross-functionally with strategic and technical colleagues to accomplish customer goals

  • Identify patterns preemptively to improve the organizational usage and adoption of the Optimizely platform

  • Engage with Optimizely’s product team to translate customer feedback into product requirements

  • Passionate about the customer experience and committed to being your customers’ Optimizely advocate

  • Ruthless prioritization to maximize the effectiveness of your time

Qualifications

  • 4+ years experience as:

    • Experimentation practitioner; or

    • CSM experience with Experimentation/Personalization; or

    • Data Analyst, Product Analytics, or Site Analytics experience; or

    • Strategic consultant

  • Strong relationship skills, supported by strategic consulting skills and technical curiosity

  • Hunger to do the best work of your career in this role

  • Strength in project management and have experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization

  • Ability to build trust and communicate effectively with C-Suite, VP and Director-level contacts, along with day-to-day users of the software

  • Ability to travel to client site (roughly 25% travel required)

Additional Information

At Optimizely, we offer a wide array of benefits and perks to help our employees strike just the right balance between work time and personal time. We’re all about optimizing productivity by maximizing joy.

  • Daily lunch allowance on weekdays

  • Competitive vacation policy

  • 400 £ annual wellness subsidy

  • Fully paid health insurance

  • 17 weeks full paid parental leave for new mums and dads

  • Pension plan

  • Pre IPO stock options

  • Team outings

  • Community volunteering

  • Contribution to commuting costs via public transportation

  • Top-of-the-line MacBook Pro or MacBook Air and 27" monitor

  • Working with a great team, in an amazing office and having a huge impact!

We embody inclusion, which is reflected in our company values where we embrace diversity and equal opportunities for everyone.

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