Senior Director, Customer Success

  • San Francisco, CA, 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

Optimizely believes in putting the customer at the center of everything we do. We pride ourselves as offering a best-in-class post-sales experience to our customers.  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 North American and Australia/New Zealand customer success organization’s vision, strategy, processes, and execution, acting as a catalyst to improve the quality of our services and overall customer experience.

As our Sr. Director of Customer Success NA and ANZ, you will combine strategy, execution, management and leadership to drive growth and adoption of our technology, boost renewals, and glean strategic insights that improve our product value.  We seek a passionate, consultative, strategic, high-empathy leader who can vision our organization toward meeting customer expectations as we continue to move up-market.

DESCRIPTION

  • The Customer Success Team includes four key pillars: Customer Success Management, Services, Support, and Success Excellence. 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 NA and ANZ and collaborating closely with the other pillars.

RESPONSIBILITIES

  • Drive adoption (80% monthly use), retention (90%+), and advocacy across Major, Digital and Strategic customers

  • Directly manage a team of CSM managers, Strategic CSMs and individual contributors of 30+ professionals

  • Coach, develop, and drive performance of the team

  • Assess, prioritize, and innovate new programs to ensure our customers are adopting Optimizely NOW

  • Make timely decisions and implement strategies to drive customer success

  • Empowered to take accountability for team and team’s results

  • Align team processes and procedures, collaborate and build relationships toward 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

  • Own accurate forecasting, account assignments and bandwidth management processes

  • Regularly engage with customers to build relationships, expand empathy, and resolve issues of escalation

  • Build relationships and advocacy with senior roles inside of our customers

  • Employ a strong strategic vision to evolve CSM program toward a tailored, best-in-class experience for larger and more strategic customers

  • Hire and retain above-the-mean, consultative talent

Qualifications

  • 10+ years of customer/account management experience; consulting experience is a big plus

  • Proven track record leading a successful CSM team in a growth-oriented environment

  • Results-driven leader who is also fearless about execution and not afraid to dig into the details with the front-line team (aka has grit)

  • An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business; includes attracting, developing and retaining in “above-the-mean” talent

  • Strong process orientation, with a total-system mindset and experience rolling out global processes and programs; Playbook and Gainsight experience is a plus

  • Strong perspective rooted in professional 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

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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