Senior Customer Success Manager

4 weeks ago

London, Greater London, United Kingdom Optimizely Full time

At Optimizely, we're on a mission to empower businesses to unlock their digital potential. We achieve this by revolutionizing how marketing and product teams collaborate 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're proud to support more than 10,000 businesses, including H&M, PayPal, Zoom, and Toyota, in enriching their customer lifetime value, increasing revenue, and growing 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 – it's about the people. Our culture is dynamic and constantly evolving, shaped by every employee, their actions, and their stories. With over 1,500 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.

The role of the Senior Customer Success Manager (CSM) will be to drive customer success, lead renewals, create qualified upsell leads, and maintain overall relationship management within the assigned client base. As a Senior CSM within the organization, this role will be driving growth while demonstrating the ability to adapt to changing market and customer demands.

Key Responsibilities:

  • Manage 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 Bachelor's degree and preferably further professional training in direct marketing or a Master's 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.

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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