Senior Customer Success Manager
- London, UK
- Department: Customer Success
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 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
- 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.
Lunch allowance and a wide array of in-office snacks
Competitive vacation policy
Private health insurance, including dental and vision
Quarterly wellness subsidy
Pre IPO stock options
17 weeks full paid parental leave for new parents
Top-of-the-line MacBook laptop
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.