Senior Customer Success Manager
- 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.
The Customer Success team is Optimizely's secret weapon. As a team, we provide expertise to help our customers fully leverage the Optimizely platform as well as strategic guidance to help them test in intelligent and insightful ways. In every interaction, we put our customers 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.
As Optimizely continues to move up-market, customer expectations are changing. By leveraging real-world industry experience, our Customer Success Team partners with our customers to address all of their relationship, training, project management, program direction, and other success needs.
What you’ll do:
Work with a portfolio of (mostly) Enterprise customers to 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
Partner with internal account team (e.g. sales, services, support, and marketing) to design and account plans for your customers
Lead customer meetings (with Executive presence), including business reviews and program maturity assessments.
Preemptively spot patterns to improve the organizational usage and adoption of the Optimizely platform
Engage with Optimizely’s product & engineering teams to translate customer feedback into product requirements
Spread and scale learnings, operational efficiencies, and industry insights across Customer Success and the broader Optimizely organization
Who we’re looking for:
5+ years of consulting or professional services experience. (Alternatively, you have been an active part of running an experimentation program for 3+ years)
You are on top of industry news, technology products, platforms and partners to ensure you provide and maintain a deep industry and ecosystem expertise
You have world class presentation skills; feel comfortable leading presentations or demos of our platform to large groups including executive stakeholders and booth technical and non-technical
You can tie business problems to technical solutions, understand technology and are able to derive valuable insights from data
You leverage customer empathy to easily relate complicated concepts to non-technical people, while maintaining the ability to speak to highly technical people
You are able to personally deliver a customer onboarding program and guide strategic roll-outs
You are able to travel (regionally) up to 40% of the time to visit customers as well as to our EMEA headquarters in Amsterdam
You know how to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software
You are comfortable and enjoy taking accountability for your portfolio’s performance
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. Are you ready to take yours?