Customer Success Manager

Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow.Job PurposeResponsible for Customer Relationship Management: Strategy, Business Value Realization, Renewal and Growth for a Defined Customer Book of Business.As a Customer Success Manager at Optimizely, you will be responsible for leading our customers to business value while driving growth, and demonstrating the ability to adapt to changing market and customer demands. This role will be accountable for driving financial performance including revenue and margin growth.Responsibilities Customer LeadershipDeveloping and managing the key strategic customer stakeholder relationships with our commerce customers who are medium and large sized brand manufacturers, distributors and retailers.Clearly articulate the value of Optimizely solutions, grounded in the customer’s unique business objectivesEnsure customer satisfaction and retention by translating solution and strategic value to customersDeepen the business value and customer relationship over timeFunction as senior advisor on Optimizely solutions and customer’s digital strategyCustomer Expectations SettingGain a clear understanding of customer business objectives, reasons for purchase, success criteria, etc.Identify and manage any potential Customer issuesCommunicate value of Optimizely solution(s) to business stakeholdersAlign business vision with decision to strategically partner Customer Value ArticulationPrepare quarterly business and customer value review presentations with goals, results and continuous improvement recommendationsArticulate value utilizing success metrics, in customer case studies, key metrics and KPIs against business goals and benchmarksAssist customer in selling the value of the solution throughout the organization, including executive business leadersEnsure customer clearly understands quantifiable performance success against critical business objectives, goals and migrates toward strategic, long-term partnership Strategy DevelopmentAccountable for developing winning digital strategies leveraging Optimizely solutionsResponsible for understanding product solution strengths and weaknesses in comparison to the competition in the marketplace Customer Deepening and RenewalIdentify opportunities that will drive additional customer value based on customer evolving business objectivesLead the customer deepening process:Customer intake and ongoing needs assessmentArchitect the appropriate solution with internal resourcesPresent/sell the idea by articulating value (including through KPIs, dashboard, examples and customer case studies), ability to solve the problems, and its cost effectiveness Establish clear purpose for business goal alignmentFollow a strategy and process for achieving defined outcomesDevelop a strategy that is unique to their goals with Optimizely solutions as backboneReview and update strategies over time, ensuring that we’re delivering maximum valueEnsure the customer values the partnership and that value is grounded in results, service, education, strategy and collaborative/partner relationshipSecure the renewalEssential Duties and Responsibilities:Customer onboarding through jointly defining a customer success plan and proactively guiding a customer to achieve value one in the fastest possible time.Customer adoption by achieving operational dependence while achieve business vale by using the feature and functionality of the products.Manage the renewal process to ensure customer chooses to extend their business relationship.Maintain accurate forecast reportsIncrease value with customers to identify expansion opportunities in partnership with account executivesEngage, strategize, and cultivate deep relationships with senior level executivesMaintain professional and technical knowledge of Optimizely productsProactively provide smart customer research and industry specific informationPerform sales presentations to position products and services to the customer’s specific needs Identify, develop, and maintain long-term constructive and effective client relationshipsMaintain regular contact with customer regarding account direction, project management issues through QBR’s and scheduled meetingsEstablish and maintain role as customer advisorMaintain an in-depth understanding of financial status of accounts at all timesBecome a single point of contact for customers, partners, and internal sales for services opportunities Key Metrics:Grow net revenue retention and gross revenue retentionExpansion through upsells, cross sells and transactional increasesNPS/Customer SatisfactionCustomer Advocacy: # Reference-able customers in portfolio, case studies, etc.RequirementsEducation and Experience:More than 3 years of experience working in a customer facing environmentStrong technical understanding in SaaS and/or technologyBasic Commercial understanding and experienceAbility to act autonomouslyVery good presentation and communication skillsStrong negotiation skillsHigh level of energy & enthusiasm for Digital MarketingOther digital / direct marketing disciplines an advantageKnowledge of CRM tools (i.e., Salesforce, Gainsight)Ability to work effectively on multiple projectsA passion for people, able to use your initiative and willing to go the extra mileHave a “Can Do” attitudeExcellent written and verbal communication skillsConfident, self-motivated and driven to achieveExperience in Customer Success in the digital marketing industry Excellent planning and organizational skillsInterpersonal and communication skillPDN-94b80f10-d6f8-4ca6-8dc0-985bd38a2dc2