Software Is Eating The World

Senior Major Customer Success Manager

New York City, NY, 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, 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 Sr. Major Customer Success Manager to partner with 25-35 enterprise customers (approximately $3M book of business) in the Central and Eastern United States.  This role is an expansion within an existing team.


 


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


RESPONSIBILITIES


 


ROI-focused quarterback for a select portfolio of 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 a strength 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)


 


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!