Customer Success Manager, UK

  • London, UK
  • Full-time

Company Description

As the most adopted digital experimentation software platform, Optimizely is enabling the world’s largest brands turn their data into best-in-class customer experiences. The platform’s ease of use and speed of deployment empowers organizations to create 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

The Customer Success team is Optimizely's secret weapon.  As a team, we provide expertise to help our clients fully leverage the Optimizely platform as well as strategic guidance to help our clients experiment in intelligent and insightful ways. In every interaction, we put our clients first and strive to exceed every expectation. Our ultimate goal is to deliver that “wow” experience that turns clients into Optimizely evangelists, and customers for life. This passion translates to how we work with each other.

 

Our mission is to make it easier for organizations to make data-driven decisions and we're looking for Customer Success Managers to be thought leaders, advocate on behalf of our customers and deliver on our customer’s ROI and strategic goals.

 

What you’ll do:

  • Drive product adoption, renewal and customer satisfaction by bringing value to your customers every day

  • Partner with customers to understand their current and future business goals and challenges and translate that into people, product and process strategies

  • Empower customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption

  • Communicate the value of these solutions to their team and executives

  • Advocate on behalf of customers by working cross-functionally with strategic and technical colleagues to deliver on customer needs

  • Partner with internal account team to design and practice optimal account plan for each customer

  • Manage to customer segment success plans

  • Strategize to secure executive visibility of Optimizely business results

  • Preemptively spot patterns to improve the organizational usage and adoption of the Optimizely platform

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

  • Take accountability for not only driving efficiency and improvements toward your day to day role, but the entire Customer Success organization

Qualifications

  • 3+ years experience as:

    • Experimentation practitioner; or

    • CSM experience with Martech SaaS products; or

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

    • Business Consultant

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

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

  • Energized by solving complex customer problems

  • Project management experience, leveraging internal resources and stakeholders to execute against deadlines within a complex organization

  • Ability to build trust and communicate effectively with senior contacts, along with day-to-day users of the software

  • Have delivered results presentations at a senior level

  • High level of customer empathy, combined with a commercially savvy mindset

  • Excellent problem solving and strategic thinking skills

  • Understand and experience applying a marketing technology strategy

  • Empowered to take accountability for portfolio’s performance

  • Experience working in a satellite office

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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