Optimizely North Sydney, New South Wales, Australia
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Optimizely is focused on unlocking the boundless potential of our clients and employees. We are a category leader in Digital Experience Platform (DXP) and serve over 9,000 brands, including global organizations like Visa, Sky, Yamaha, and Wall Street Journal, as well as tech innovators such as Atlassian, DocuSign, Fitbit, and Zillow. Our inclusive and diverse culture spans a global team of 1500+ across the US, Europe, Dubai, Australia, Singapore, Bangladesh, and Vietnam. We emphasize flexibility, trust, teamwork, diversity, and agility, believing our people are our greatest asset.
If you want to work on next-generation digital technologies in a fast-paced, growing environment with industry leaders, Optimizely is the place for you!
Introduction
The Customer Success Manager (CSM) is a key partner in helping customers achieve their strategic objectives and maximize the value from our products. CSMs drive adoption, retention, and expansion by acting as trusted advisors, experts in our products, digital strategy, and data-driven culture. They empathize with customer challenges and respond with a problem-solving mindset, leveraging experience, business acumen, and technical skills. CSMs facilitate collaboration across teams and serve as the voice of the customer within our organization.
Job Responsibilities
1. Partner with Account Executives to manage relationships with 25-40 clients, focusing on growth, retention, and satisfaction.
2. Develop and execute success plans with clients, establishing goals and KPIs.
3. Promote best practices for digital programs and platform usage.
4. Support customer teams in demonstrating program value.
5. Mentor and inspire fellow CSMs to develop the team.
6. Drive accountability for deliverables internally and externally.
7. Assess and address customer challenges related to technical implementation and marketing strategies.
8. Build trusted, strategic relationships through regular touchpoints.
9. Coordinate resources to achieve desired outcomes.
10. Identify opportunities for new product usage across functions.
11. Educate customers on new features and use cases.
12. Manage account issues and escalations.
13. Maintain current knowledge of our platform and industry trends.
14. Collaborate with services teams to resolve challenges.
15. Collect feedback and advocate for customer needs.
16. Stay informed about industry news, technologies, and partners.
Knowledge And Experience
* 5+ years in a customer-facing role, preferably in SaaS.
* Experience as a Customer Success Manager or similar, with a track record of increasing satisfaction and retention.
* Experience working with clients of various sizes, especially B2C mid-market and enterprise retail.
* Familiarity with web or mobile app development teams.
* Knowledge of customer data platforms, digital marketing, e-commerce, and a passion for new technologies.
Education
Bachelor's degree; additional training in direct marketing is a plus.
Our culture emphasizes high growth, collaboration, and unlocking your potential.
Why You'll Love Working at Optimizely
* Private health insurance (single or family)
* Death and TPD coverage
* 12-14 public and company holidays
* Flexible working arrangements
* Paid time off and parental leave
* Support services (Employee Assistance Program)
* Superannuation
Excellent English communication skills are essential, as all external communication is in US English. We are committed to diversity and inclusion and are an equal opportunity employer.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Software Development
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