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Senior Customer Success Manager

| Austin

Company Description

Optimizely is the world's leader in customer experience optimization, allowing businesses to dramatically drive up the value of their digital products, commerce and campaigns through its best in class experimentation software platform. By replacing digital guesswork with evidence-based results, Optimizely enables product and marketing professionals to accelerate innovation, lower the risk of new features, and drive up the return on investment from digital by up to 10X. Over 26 of the Fortune 100 companies choose Optimizely to power their global digital experiences. Optimizely’s impressive customer list includes eBay, FOX, IBM, The New York Times and many more global enterprises.

Job Description

The Optimizely CSM team mission is to build, deepen, and grow business relationships to achieve customers for life by accomplishing three things:

  1. Understanding the customer’s current and future business goals and challenges.
  2. Empowering customers to connect their goals and challenges with solutions in our platform.
  3. Communicating the value of these solutions to their team and executives.

The end goal of the CSM endeavor is to retain and grow business relationships in perpetuity—”Customers For Life”—as measured by Net Retention, Usage, and ultimately Customer Lifetime Value (CLV). We are excited to hire dynamic people looking to bring a new perspective to our team.

About The Job:

  • Be the ROI-focused trusted advisor for a portfolio of mid-market customers to help them build successful experimentation programs.
  • Tackle customer challenges with curiosity, empathy, and strong problem solving skills
  • Strategize to secure executive visibility of Optimizely business results leading to increased renewal rates.
  • Lead customer meetings including business reviews and program maturity assessments.
  • Work cross-functionally with Sales, Professional Services, Technical Support, and Product to accomplish customer goals.
  • Use data to spot 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.
  • Earn the trust of your customers which helps generate customer references and referrals.
  • Ruthlessly prioritize a portfolio of around 30 customers to maximize the effectiveness of your time.

Qualifications

Requirements:

  • You have 4+ years of consulting, professional services, implementation, customer success management, or account management experience.
  • Ability to travel (west coast) up to 20% of the time to visit customers.
  • You have a proven track record of driving usage and adoption of an enterprise software platform.
  • You are curious and can learn complex technologies.
  • You consider problem solving & project management a strength and have experience leveraging internal resources to get things done.
  • You know how to build trust and communicate effectively with executives, program managers, and power users alike.
  • Experience with A/B testing, personalization, or other marketing technologies is a huge plus!

Additional Information


  • Catered in-office lunch on weekdays

  • Unlimited vacation policy

  • Wellness Grant

  • Fully paid health insurance for you and dependents

  • 17 weeks full paid parental leave for new parents

  • Pre IPO stock options

  • Team outings

  • Community volunteering

  • Commuter stipend

  • 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!


At Optimizely, we embody inclusion and embrace diversity. Optimizely is an equal opportunity employer and makes employment decisions on the basis of merit. Optimizely prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration.

All your information will be kept confidential according to EEO guidelines.



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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SAP HANADatabases

Location

Optimizely is located in a trendy, downtown area with plenty of restaurants and bars nearby. Public transportation is easily accessible.

An Insider's view of Optimizely

How would you describe the company’s work-life balance?

Optimizely is also a place where work-life balance is a real thing. Unlimited vacation means that I’m trusted to take time off when I need it. I’ve also been able to work remotely from Tahoe so that I can drive up when there’s less traffic, and from Boston so that I can spend time with my family.

Lauren

Client Engineer

What projects are you most excited about?

I’m collaborating with another engineer on a new feature, Custom Audience Integrations, that will enable our services team, solutions partners, and customers to easily integrate our Web products with any external source of audience targeting data.

Spencer

Client Engineer

What makes someone successful on your team?

Software engineering here isn’t about someone going off on their own with a problem and coming back with a solution. We design solutions as a team of individuals, each bringing their perspective to the table. I’ve found this way of designing has helped me grow as engineer over the years and to deliver the best results possible to our customers.

Nick

Backend Engineer

How do you empower your team to be more creative?

As a leadership team, we are deeply committed to creating a culture based on inclusion, experimentation, innovation, and feeling empowered to take risks. To be successful, we have to be exceptional performers. And to be exceptional performers, we have to have passionate people driving the way.

Erin

Chief People Officer

What are some things you learned at the company?

It inspires a lot of pride knowing that I work on the best in class experimentation product and one that brings real ROI to some of the world's largest global brands . I didn't realize how much I cared about products until I joined Optimizely.

Jess

Senior Software Engineer

What are Optimizely Perks + Benefits

Optimizely Benefits Overview

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.

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Job Training & Conferences
Diversity Program
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