At Optimizely, were on a mission to help people unlock their digital potential. We do that by reinventing how marketing and product teams work to create and optimize digital experiences across all channels. With Optimizely One, our industry-first operating system for marketers, we offer teams flexibility and choice to build their stack their way with our fully SaaS, fully decoupled, and highly composable solution. We are proud to help more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, enrich their customer lifetime value, increase revenue and grow their brands. Our innovation and excellence have earned us numerous recognitions as a leader by industry analysts such as Gartner, Forrester, and IDC, reinforcing our role as a trailblazer in MarTech. At our core, we believe work is about more than just numbers -- its about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions and their stories. With over 1500 Optimizers spread across 12 global locations, our diverse team embodies the "One Optimizely" spirit, emphasizing collaboration and continuous improvement, while fostering a culture where every voice is heard and valued. Join us and become part of a company thats empowering people to unlock their digital potential! To get a sneak peek into our culture, find us on Instagram: @optimizely
Introduction
The role of the Senior Customer Success Manager (CSM) will be accountable for driving customer success, leading renewals, creating qualified upsell leads and overall relationship management within the assigned client base. As a Senior CSM within the organization, this role will be responsible for driving growth while demonstrating the ability to adapt to changing market and customer demands. The Senior CSM will be responsible for identifying new software and services opportunities within assigned client base while driving increasing renewals performance. This role will be accountable for driving financial performance including revenue and margin growth.
Job Responsibilities
Actively prospect and grow existing customers recurring revenue within the customer base
• Up-sell Education and Expert Services • Cross-sell additional products
Achieve and exceed sales objectives within defined accounts and assigned territory
Engage, strategize, and cultivate deep relationships with senior level executives at client companies
Manage renewal pipeline and provide timely and accurate forecast reports
Maintain professional and technical knowledge of Optimizelys Commerce products
Proactively provide smart client research and industry specific information
Perform sales presentations to position products and services to the customers specific needs
Identify, develop, and maintain long-term constructive and effective client relationships
Maintain contact regular contact with client regarding account direction, project management issues through QBRs and scheduled meetings
Establish and maintain role as client advisor
Maintain an in-depth understanding of financial status of accounts at all times
Become a single point of contact for customers, partners, and internal sales for services opportunities
Knowledge and Experience
Highly driven individual with strong desire to achieve top results and break through barriers, determined to adapt quickly to changing customer needs
Strong customer empathy and desire for own companys financial revenue growth
Demonstrated success using solid oral and written communication and presentation skills to achieve account and sales results
More than 5 years of experience working in a client-facing environment
Very good technical understanding
Basic Commercial understanding and experience
Ability to act autonomously
Very good presentation and communication skills
Strong negotiation skills
High level of energy & enthusiasm for Internet Marketing
Other digital / direct marketing disciplines an advantage
Knowledge of CRM tools (i.e. Salesforce and Gainsight)
Ability to work effectively on multiple projects
A passion for people, able to use your initiative and willing to go the extra mile
Have a "Can Do" attitude
Excellent written and verbal communication skills
Confident, self-motivated and driven to achieve
Experience in Customer Success operations in the digital marketing industry
Excellent planning and organizational skills
Interpersonal and communication skills
The ability to work effectively across all parts of the organization
Deep understanding of value drivers in a recurring revenue company
Analytical and process-oriented
Flexibility in scheduling, occasional travel might be required
Education
Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus
Competencies
Establishing Relationships
Navigating Organizations
Prioritizing and Organizing Work
Making Convincing Arguments
Negotiating Agreements
Championing Customer Needs
Optimizely is committed to a diverse and inclusive workplace. Optimizely is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.