Director of Customer Success, EMEA
- London, UK
Optimizely is the world's leader in customer experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, FOX, IBM, The New York Times and many more global enterprises.
Optimizely believes in putting the customer at the center of everything we do. To make our customers successful, we must approach them with empathy, make their journey easy, and provide essential value in the moments that matter throughout their journey. Customer Success is essential to improved revenue and overall company growth. We are seeking a leader who will evolve our European customer success organization’s vision, strategy, processes, and execution, acting as a catalyst to improve the quality of our services and overall customer experience.
The Customer Success Team includes four key pillars: Customer Success Management, Services, Support, and Education. These four teams work together closely to execute on programs, processes, and playbooks that enable our customers to become successful and grow in maturity. You’ll be leading the Customer Success Management pillar in EMEA and collaborating closely with the other pillars.
As our Director of Customer Success EMEA, you will furthermore combine strategy, execution and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value, with a focus on Optimizely’s EMEA customers.
What you'll do
Drive adoption (80% monthly use), retention (90%+), and advocacy across Major, Digital and Strategic customers
Lead an extended team of 9 CSM professionals supporting customers across all segments in Amsterdam, London and Munich
Dotted line manage a Support Manager, an Education individual contributor, and a Renewal Specialist individual contributor
Hire and retain a best in class CSM team
Coach, develop, and drive performance of the team, including 95% adherence to playbooks
Assess, prioritize, and innovate new programs to ensure our customers are adopting Optimizely NOW
Partner with stakeholders (sales, people operations, partnerships, customer operations, marketing, services, education, support, etc.) to deliver on a seamless customer experience
Make timely decisions and implement strategies to drive customer success
Empowered to take accountability for team and team’s results
Partner with the Director of CSM, North America to align CSM team processes and procedures for global and local consistency
Set goals, action plans, playbooks, and key metrics for CSM teams in different customer tiers with different levels of customer touch; manage against and create new standardized playbooks and interventions for each point in the customer journey
Lead strategic, cross-functional initiatives such as customer journeys, maturity models, voice-of-customer, and product feedback
Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience
Serve as an executive sponsor for key customers
7+ years of customer/account management leadership experience
Proven track record leading a successful CSM team in a growth-oriented environment
A strategic leader who is also fearless about execution and not afraid to dig into the details with the front-line team
Travel approximately 35% of time (Europe and San Francisco, California)
An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business
Strong process orientation, with a total-system mindset and experience rolling out global processes and programs
Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach
Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it
Experience building and retaining best in class talent
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
Pre IPO stock options
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.