Customer Success Lead

2 months ago

London, Greater London, United Kingdom Optimizely Full time

About the Role

The Senior Customer Success Manager will be responsible for driving customer success, leading renewals, and creating qualified upsell leads within the assigned client base. This role will require adaptability to changing market and customer demands, as well as the ability to identify new opportunities within the client base and drive increasing renewals performance.

Key Responsibilities

  • Manage the renewal pipeline and provide timely and accurate forecast reports.
  • Engage, strategize, and cultivate deep relationships with senior-level executives at client companies.
  • Actively prospect and grow existing customers' recurring revenue within the customer base.
  • Maintain professional and technical knowledge of Optimizely's Experimentation products.
  • Identify, develop, and maintain long-term constructive and effective client relationships.
  • Maintain regular contact with clients regarding account direction, project management issues through Business Reviews and scheduled meetings.
  • Establish and maintain a 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.

Requirements

  • A confident and self-motivated individual with strong desire to achieve top results and break through barriers, determined to adapt quickly to changing customer needs.
  • More than 2 years of experience working in a client-facing environment.
  • A very good technical understanding.
  • A good commercial understanding and experience with negotiation.
  • Comfortable presenting and communicating in person and online to various levels of stakeholders.
  • A high level of energy & enthusiasm for Experimentation.
  • 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.
  • Experience in Customer Success Management.
  • Excellent planning and organizational skills.
  • The ability to communicate effectively across all parts of the organization.
  • A deep understanding of value drivers in a recurring revenue company.
  • Flexibility in scheduling, occasional travel might be required.

Education

  • A 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

About Optimizely

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.

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

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