Customer Success Manager, UK
- London, UK
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.
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
3+ years experience as:
Experimentation practitioner; or
CSM experience with Martech SaaS products; or
Data Analyst, Product Analytics, or Site Analytics experience; or
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
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.