6+ years in customer account management within SaaS or technology sectors, focusing on enterprise relationships
Proven ability to engage with executive stakeholders (VP, SVP, C-level) and translate their priorities into actionable outcomes
Experience managing complex, high-value accounts, ideally with global brands
Strong commercial acumen for forecasting renewals and expansion opportunities
Understanding of content marketing channels and technologies (social media, marketing automation, CMS)
Quick learner adept at multitasking in fast-paced environments
Self-starter with a knack for creative problem-solving and process improvement
Responsibilities
Provide consultative guidance on leveraging digital and operational software to meet business goals
Advocate for customer needs across cross-functional teams
Develop and maintain relationships with executive sponsors and key users
Monitor and assess customer health signals
Design proactive plans to enhance customer success
Communicate business value during executive reviews and renewals
Utilize AI tools for operational efficiency, focusing on strategic engagement
Collaborate with Account Executives on renewals and identify upsell opportunities
Work with implementation and professional services teams on global deployments
Maintain deep product knowledge to align with customer needs
Communicate new functionality value related to customer goals
Channel product feedback to relevant teams
Benefits
Opportunity to work with high-profile enterprise accounts
Engagement in a collaborative, cross-functional environment
Access to advanced AI tools for operational efficiency
Chance to influence product development through customer feedback
Professional growth opportunities in a fast-paced tech landscape
Full Job Description
Job Description
The Senior Customer Success Manager (Sr. CSM) is a key partner helping our largest, most strategic enterprise customers achieve their objectives and extract maximum value from their investment in our products. Sr. CSMs own relationships with some of our highest-profile accounts, driving adoption, retention, and expansion by serving as a trusted advisor at every level of the customer organization, from day-to-day users up to executive sponsors. They are experts on our products and technology, digital strategy, and on growing a culture of understanding and acting on digital data. Sr. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, responding with a problem-solving mindset. By relying on deep experience, business acumen, and technical aptitude, Sr. CSMs are a driving force that enables our customers to unlock their digital potential. Additionally, the Sr. CSM serves as the liaison between us and the customer; facilitating collaboration with Product, Engineering, Sales, Professional Services, and others to be the voice of the customer within our company.
Job Responsibilities
Provide consultative guidance to customers on how to best leverage our digital, content, product, and operations software and services to accomplish business objectives
Advocate customer needs to cross-functional teams
Maintain existing and develop new relationships with executive sponsors, champions, and users throughout your assigned enterprise account base
Identify, monitor, and assess customer health signals
Design and drive internal and customer-facing plans to proactively encourage customer success
Measure and communicate business value to executives, champions, and key stakeholders at business reviews and within renewals
Leverage AI tools to manage administrative tasks and drive operational efficiency, freeing up time to focus on strategic customer engagement
Partner with Account Executives on customer renewals and identify cross-sell/upsell opportunities
Collaborate with implementation managers, professional services consultants, and program managers on large-scale global deployment efforts
Work closely with Product teams to maintain an in-depth understanding of the technology and its application to customer needs
Communicate the value of new functionality as it relates to unique customer goals, use cases, and opportunities
Channel product feedback, both defects and enhancement requests, to the Product, Engineering, and R&D teams
Qualifications
6+ years of experience managing customer accounts in a customer-facing, SaaS or technology setting, with a proven track record of owning and growing strategic, enterprise-level relationships
Demonstrated experience building and holding relationships with executive stakeholders (VP, SVP, and C-level) at large enterprise accounts, and translating their business priorities into successful outcomes
Experience serving as the primary relationship owner for complex, high-value accounts, ideally including well-known global brands
Strong commercial acumen to accurately forecast your book of business, including renewals and expansion opportunities
A foundational understanding of the channels and technologies that support content marketing (social, amplification, marketing automation, CMS)
Quick learner capable of handling concurrent tasks in a fast-paced environment with enthusiasm and a willingness to constantly learn
Motivated self-starter who is comfortable bringing creative solutions to peers and leadership, both internally and externally, to evoke change and iteratively improve processes and business outcomes
Ability to lead change within complex organizations with little or no formal processes
Active listener who can influence and gain buy-in from multiple stakeholders, often with competing priorities
Ability to drive multiple projects simultaneously and independently
Experience leading and facilitating executive business reviews with strong executive presence
Excellent presentation and communication skills
Education
Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus
Additional Information
About Optimizely
Optimizely is a website optimization platform that enables businesses to test different versions of their website to determine which one performs best. The platform uses A/B testing and other techniques to help businesses improve their website's conversion rate and overall performance. Optimizely was founded in 2010 and is headquartered in San Francisco, California.
