Software Is Eating The World

Manager, Digital Customer Success

San Francisco, CA, US

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Company Description


Optimizely is the world’s leading experience optimization platform, providing website and mobile A/B testing and personalization for the world’s leading brands. The platform’s ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-inspired decisions. Optimizely meets the diverse needs of thousands of customers worldwide looking to deliver connected experiences to their audiences across channels. To date, those customers have created and delivered more than 700 billion optimized visitor experiences.


 


Job Description


Optimizely believes in putting the customer at the center of everything we do. To make our customers successful, we must approach them with empathy, make their journey easy, and provide essential value in the moments that matter throughout their journey. Customer Success is essential to improved revenue and overall company growth. We are seeking a leader who will evolve our North American Digital customer success organization’s vision, strategy, processes, and execution, acting as a catalyst to improve the quality of our services and overall customer experience.


 


As our NA Digital Manager, you’ll be responsible designing and implementing a NA Digital-specific strategy, driving execution and improved results, maintaining consistency to the global CSM program, and inspiring and developing NA Digital CSMs.


 


RESPONSIBILITIES


 


Drive adoption (80% monthly use), retention (90%+), and advocacy across the Digital North America Book of Business


Directly manage a team of Customer Success Managers (currently 6 individual contributors: 3 in SF, 3 in NY)


Coach, develop, and drive performance of the team, including 99% adherence to playbooks 


Assess, prioritize, and innovate new programs to ensure our customers are adopting Optimizely NOW


Partner with stakeholders (sales, people operations, customer operations, marketing, services, education, support, etc.) to deliver on a seamless customer experience


Make timely decisions and implement strategies to drive customer success


Empowered to take accountability for team and team’s results


Align team processes and procedures for global and local consistency


Drive cross-functional initiatives 


Design solutions specific to the NA Digital Book of Business


Build strong relationships and collaborate cross-functionally to drive market readiness, sales handoffs, customer marketing, training actions, services deployment, and effective support to drive a seamless customer experience


Qualifications


5+ years of customer/account management experience


Ability to travel 30-40% of the time, including regular trips to NY


Proven track record leading a successful CSM team in a growth-oriented environment


A strategic leader who is also fearless about execution and not afraid to dig into the details with the front-line team


An empathic leader with a desire to build a world-class CSM organization within the constraints of a responsibly managed business


Strong perspective rooted in past experience, paired with willingness to listen carefully, explore new ideas, and coach


Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past, not adhere rigidly to it


Experience building and retaining best in class talent


Additional Information


Perks:


 


Wellness Grant


Full medical insurance with very low co-pay and deductible. HMO, PPO, and HSA options available


Full dental coverage including orthodontics


Full vision coverage including contacts


Dependents 100% covered for medical, dental, and vision


Unlimited vacation policy and seventeen weeks of paid parental leave


401k benefit


Working with a great team and having a huge impact!