Senior Customer Success Manager

Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert: Create AlertAt Optimizely, we''re 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 HandM, 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 it''s 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 that''s empowering people to unlock their digital potential!

To get a sneak peek into our culture, find us on Instagram: @optimizelyThe 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 growthJob Responsibilities

Actively prospect and grow existing customers recurring revenue within the customer baseUp-sell Education and Expert Services and Cross-sell additional productsAchieve and exceed sales objectives within defined accounts and assigned territoryEngage, strategize, and cultivate deep relationships with senior level executives at client companiesManage renewal pipeline and provide timely and accurate forecast reportsMaintain professional and technical knowledge of Optimizely'' s Commerce productsProactively provide smart client research and industry specific informationPerform sales presentations to position products and services to the customer’s specific needsIdentify, develop, and maintain long-term constructive and effective client relationshipsMaintain contact regular contact with client regarding account direction, project management issues through QBR’s and scheduled meetingsEstablish and maintain role as client 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 opportunitiesKnowledge and Experience

Proven experience

owning the renewals process

end-to-end — including negotiation and closing — even when supported by account teams.Strong ability to

manage multiple products

across a complex customer portfolio.Comfortable working in a

fast-paced, dynamic environment

with shifting priorities.5+ years in a client-facing role, ideally in a digital marketing or SaaS environment.Strong customer empathy and a focus on revenue growth.Excellent communication, presentation, and negotiation skills.Technically savvy, with a good understanding of digital marketing concepts.Experience using CRM tools such as Salesforce and Gainsight.Organized and analytical; able to manage multiple projects and stakeholders.Able to work autonomously and collaborate effectively across teams.Fluent in English;

fluency in Arabic or Dutch

is a plus.Willingness to travel occasionally.A positive, proactive, and “can-do” attitude.Education

Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plusEstablishing RelationshipsNavigating OrganizationsPrioritizing and Organizing WorkNegotiating AgreementsChampioning Customer NeedsOptimizely 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 ..... full job details .....