Software Is Eating The World

Senior Customer Success Manager, DACH

Cologne, DE

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Company Description


As the most adopted digital experimentation platform, Optimizely is enabling the world’s largest brands turn their data into a best-in-class customer experience. The platform’s ease of use and speed of deployment empowers organizations to conceive of and run experiments that help them make better data-driven decisions, allowing businesses to dramatically drive up the value of their digital products. Headquartered in downtown San Francisco with offices in New York, Austin, Amsterdam, London, Cologne, Munich and Sydney, we have grown from an easy-to-use A/B testing product into a premier test and learn platform.


 


Job Description


Optimizely believes in putting the customer at the center of everything we do. To make our customers successful, the Customer Success Management team partners with our customers to advocate on their behalf within Optimizely, drive product adoption and satisfaction.  Our primary objective is to ensure our customers realize a positive return on their experimentation investment. Customer Success is essential to improved revenue and overall company growth.


 


We are seeking a Senior Customer Success Manager to partner with 25-35 enterprise customers (approximately $3M book of business) in the DACH region.


 


Key Competencies 


 


Expert in solving complex business problems with data


 


Driving results and outcomes


 


Goal-oriented


 


Working knowledge of experimentation


 


Confident and inspirational communicator


 


Strong relationship management skills


 


Adaptive in a rapidly changing work environment


 


What You'll Do


 


ROI-focused quarterback for a select portfolio of mainly enterprise customers


 


Drive usage, adoption and value realization in order to meet or exceed adoption and net retention targets by executing on Success Plans, playbooks, and Customer Journey in Gainsight


 


Strategize and partner with customers to secure executive visibility of Optimizely business results


 


Develop account plans in partnership with account teams (Account Executives, marketing, services, partners, etc.) to drive product adoption, satisfaction and expansion opportunities


 


Work cross-functionally with strategic and technical colleagues to accomplish customer goals


 


Identify patterns preemptively to improve the organizational usage and adoption of the Optimizely platform


 


Engage with Optimizely’s product team to translate customer feedback into product requirements


 


Passionate about the customer experience and committed to being your customers’ Optimizely advocate


 


Ruthless prioritization to maximize the effectiveness of your time


 


Qualifications


 


 


4+ years experience as:


 


Experimentation practitioner; or


 


CSM experience with Experimentation/Personalization; or


 


Data Analyst, Product Analytics, or Site Analytics experience; or


 


Strategic consultant


 


Strong relationship skills, supported by strategic consulting skills and technical curiosity


 


Hunger to do the best work of your career in this role


 


Strength in project management and have experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization


 


Ability to build trust and communicate effectively with C-Suite, VP, and Director-level contacts, along with day-to-day users of the software


 


Ability to travel to client site (roughly 25% travel required)


 


Fluency in German and English is a requirement


 


Additional Information


At Optimizely, we offer a wide array of benefits and perks to help our employees strike just the right balance between work time and personal time. We’re all about optimizing productivity by maximizing joy.


 


Daily lunch allowance on weekdays


 


Competitive vacation policy


 


500 € annual wellness subsidy


 


Fully paid health insurance


 


17 weeks full paid parental leave for new mums and dads


 


Pre IPO stock options


 


Team outings


 


Community volunteering


 


Contribution to commuting costs via public transportation


 


Top-of-the-line MacBook Pro or MacBook Air and 27" monitor


 


Working with a great team, in an amazing office and having a huge impact!