Senior Customer Success Manager at Optimizely

| Austin
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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

3300 N I-35, Austin, TX 78705

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 does your typical day look like?

I joined Optimizely to work on a product I loved using. It was fitting that my first project was fixing a pain point I had experienced as a customer! Not only was it satisfying to deliver a feature that I knew was going to help my colleagues at a previous company, but I was also able to use an awesome cloud native AWS tech stack to deliver it.

Ben

Sr. Software 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.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Disability insurance covers 60% of annual salary up to $2500 monthly maximum payout.
Dental Benefits
Our dental plan covers $2000 of expenses.
Vision Benefits
The vision benefits plan covers 100% for annual eye exams with $150 for glasses and contact lenses.
Health Insurance Benefits
Life Insurance
Life insurance is equal to 2 times an employee's annual salary.
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 17 weeks of parental leave for the primary caretaker and 17 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Optimizely provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We offer pre-tax commuter benefits for all employees. In Austin, Optimizely will cover the first $250 of commuting expenses each month.
Company Outings
Optimizely hosts company outings Semi-annually.
Free Daily Meals
Employees get free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted at team's discretion.
Parking
We offer employees a commuter subsidy that can be put towards parking.
Fitness Subsidies
Optimizely provides employees a $500 wellness grant every year.
Professional Development Benefits
Job Training & Conferences
Optimizely offers employees professional development opportunities like Annual individual budget for training, Onsite training courses, The ability to attend job related conferences and seminars.
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $600.
Diversity Program
Lunch and learns
We host lunch and learn meetings on occasion.
Promote from within
Continuing Education stipend
We offer $600 annualy for continuing education.
Online course subscriptions available
Customized development tracks
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