Digital Customer Success Manager

  • New York, NY, USA
  • Full-time
  • Department: Customer Success

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

The Customer Success team is Optimizely's is core to our client’s success.  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.

 

We’re looking for a Customer Success Manager (CSM) to manage a portfolio of our customers in the Digital segment. These are organizations with less than 1,000 employees (typically late stage startups or companies that have a major focus on the digital experience for their customers). Our CSMs bring a consultative approach to their customer engagements, with a goal of helping our customers develop scaled experimentation programs to drive a positive ROI in their investment of Optimizely.

What you’ll do:

  • Be the ROI-focused trusted advisor for a portfolio of mid-market customers to help them build successful experimentation programs.

  • Tackle customer challenges with curiosity, empathy, and strong problem solving skills.

  • Strategize to secure executive visibility of Optimizely business results leading to increased renewal rates.

  • Lead customer meetings including business reviews and program maturity assessments.

  • Work cross-functionally with Sales, Professional Services, Technical Support, and Product to accomplish customer goals.

  • Use data to spot patterns preemptively to improve the organizational usage and adoption of the Optimizely platform.

  • Engage with Optimizely’s product team to translate customer feedback into product requirements.

  • Earn the trust of your customers which helps generate customer references and referrals.

  • Ruthlessly prioritize a portfolio of 40-50 customers to maximize the effectiveness of your time.

 

Qualifications

Who we’re looking for:

  • You have 2 - 4 years of consulting, professional services, implementation, customer success management, or account management experience.

  • Ability to travel (east coast) up to 20% of the time to visit customers.

  • You have a proven track record of driving usage and adoption of an enterprise software platform.

  • You are curious and can learn complex technologies.

  • You consider problem solving & project management a strength and have experience leveraging internal resources to get things done.

  • You know how to build trust and communicate effectively with executives, program managers, and power users alike.

  • Experience with A/B testing, personalization, or other marketing technologies is a huge plus!

Additional Information

 

  • Wellness Grant
  • 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
  • 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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