Senior Customer Success Manager

Optimizely; Greater London; On-site; GBP 55,000 - GBP 75,000; Full time

Job summary

A leading digital experience platform in the UK is seeking a Senior Customer Success Manager. This role focuses on driving customer success, leading renewals, and managing relationships within the client base. Key responsibilities include achieving sales objectives, engaging with executives, and overseeing renewal pipelines. The ideal candidate will have over 5 years of client-facing experience, strong negotiation and communication skills, and the ability to foster long-term relationships with clients. Competitive compensation and a dynamic work environment await.

Benefits

Dynamic workplace culture

Opportunities for professional training

Inclusive work environment

Qualifications

• Over 5 years of experience in a client-facing role.
• Ability to maintain long-term client relationships.
• Strong written and verbal communication skills.

Responsibilities

• Drive customer success and lead renewals.
• Manage renewal pipeline and forecast reports.
• Engage with senior-level executives.

Skills

Customer empathy

Negotiation skills

Communication skills

Technical understanding

Analytical skills

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Job description

Overview

Location: London, GB, WC2N 4JS; Nashua, US, 3063; Stockholm, SE, 111 47; Austin, US, 78705

At 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 H&M, 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: @optimizely

Introduction

The 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 growth

Job Responsibilities

• Actively prospect and grow existing customers recurring revenue within the customer base
• Up-sell Education and Expert Services and Cross-sell additional products
• Achieve and exceed sales objectives within defined accounts and assigned territory
• Engage, strategize, and cultivate deep relationships with senior level executives at client companies
• Manage renewal pipeline and provide timely and accurate forecast reports
• Maintain professional and technical knowledge of Optimizely's Commerce products
• Proactively provide smart client research and industry specific information
• Perform sales presentations to position products and services to the customer’s specific needs
• Identify, develop, and maintain long-term constructive and effective client relationships
• Maintain regular contact with client regarding account direction, project management issues through QBRs and scheduled meetings
• Establish and maintain the role as client advisor
• Maintain an in-depth understanding of the financial status of accounts at all times
• Become a single point of contact for customers, partners, and internal sales for services opportunities

Knowledge and Experience

• Highly driven individual with strong desire to achieve top results and break through barriers, determined to adapt quickly to changing customer needs
• Strong customer empathy and desire for own company’s financial revenue growth
• Demonstrated success using solid oral and written communication and presentation skills to achieve account and sales results
• More than 5 years of experience working in a client facing environment
• Very good technical understanding
• Basic Commercial understanding and experience
• Ability to act autonomously
• Very good presentation and communication skills
• Strong negotiation skills
• High level of energy & enthusiasm for Internet Marketing
• Other digital / direct marketing disciplines an advantage
• Knowledge of CRM tools (i.e. Salesforce and Gainsight)
• Ability to work effectively on multiple projects
• A passion for people, able to use your initiative and willing to go the extra mile
• Have a “Can Do” attitude
• Excellent written and verbal communication skills
• Confident, self-motivated and driven to achieve
• Experience in Customer Success operations in the digital marketing industry
• Excellent planning and organizational skills
• Interpersonal and communication skills
• The ability to work effectively across all parts of the organization
• Deep understanding of value drivers in a recurring revenue company
• Analytical and process oriented
• Flexibility in scheduling, occasional travel might be required

Education

Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus

Establishing Relationships

Navigating Organizations

Prioritizing and Organizing Work

Negotiating Agreements

Championing Customer Needs

Optimizely 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 status.