Manager, Enterprise East Customer Success

  • New York, NY, USA
  • Full-time

Company Description

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.

Job Description

  • Drive adoption, retention, and advocacy across the Enterprise East Book of Business to ensure our customers are getting a positive return on their investment and will continue investing in Optimizely
  • Directly manage a team of Enterprise Customer Success Managers (currently 4 individual contributors in NYC and actively hiring for more)
  • Coach, develop, and drive performance of the team
  • Provide leadership sponsorship for all East customer accounts (Enterprise & Digital) and serve as point of escalation for the NYC team
  • Assess, prioritize, and innovate new programs to ensure our customers are adopting the Optimizely platform
  • Partner with stakeholders (sales, people operations, 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 global CSM leadership team to develop team processes and procedures for global and local consistency
  • Design solutions and consultative approaches specific to the NA Enterprise East book of business
  • 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

Qualifications

  • 5+ years of management / technology consulting, agency, or Customer Success Management experience in experimentation 
  • 2+ years of leadership and people management experience
  • Ability to travel 30% of the time, including regular trips to see customers and to Optimizely HQ in San Francisco
  • 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
  • An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business
  • 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

Additional Information

Perks:

  • Commuter and transportation benefits
  • Catered in-office lunch on weekdays
  • Full medical insurance with very low co-pay and deductible. HMO, PPO, and HSA options available
  • Full dental coverage including orthodontics
  • Full vision coverage including contacts
  • Dependents 100% covered for medical, dental, and vision
  • Wellness Grant
  • Unlimited vacation policy and seventeen weeks of paid parental leave
  • 401k benefit
  • Working with a great team and having a huge impact!

 

At Optimizely, we embody inclusion and embrace diversity.  Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit.  Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines.

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