Senior Customer Success Manager

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.

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 within the customer base to grow recurring revenue

Upsell Education and Expert Services and cross-sell additional products

Achieve and exceed sales objectives within assigned accounts and territories

Engage, strategize, and build strong relationships with senior-level executives at client companies

Manage the renewal pipeline and provide timely, accurate forecasting reports

Maintain professional and technical knowledge of Optimizely’s Commerce products

Proactively conduct client research and share industry-specific insights

Deliver tailored sales presentations to align products and services with customer needs

Identify, develop, and maintain long-term, constructive, and effective client relationships

Maintain regular communication with clients through QBRs and scheduled meetings to align on account direction and project management matters

Establish and maintain a trusted advisor role with clients

Maintain in-depth visibility into the financial status of accounts at all times

Serve as the single point of contact for customers, partners, and internal sales regarding service opportunities

Work Hours: Monday to Friday, 2:00 PM – 10:00 PM

Knowledge and Experience

Knowledge of CRM tools such as Salesforce and Gainsight

5+ years of experience in client-facing roles

High energy and enthusiasm for internet marketing and related digital disciplines

Strong drive to achieve top results, adapt to changing customer needs, and break through barriers

Customer-focused mindset with a strong alignment to revenue growth

Proven success leveraging strong oral, written, and presentation skills to achieve results

Solid technical and commercial understanding

Ability to work independently and manage multiple projects effectively

Strong negotiation and problem-solving skills

Passion for people, initiative-taking, and willingness to go the extra mile

Positive “can-do” attitude, self-motivated and confident

Experience in Customer Success operations within the digital marketing industry

Excellent planning, organizational, and analytical skills

Ability to collaborate effectively across all functions in the organization

Deep understanding of value drivers in recurring revenue businesses

Process-oriented, adaptable, and flexible with occasional travel availability

Education

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

Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow.

As part of our commitment to you, here are other benefits and perks you can expect:

Best-in-class compensation plans

Two annual festival bonuses

Recognition and rewards programs

Paid Maternity (4 months) & Paternity Leave (12 weeks)

Flexible vacations days and working hours

Annual Work/Service Anniversary Leave

Comprehensive medical & life insurance for you and your dependants

Volunteering opportunities to make a difference

Chance to work alongside our incredible global team

Monthly and quarterly regional and global team-building events

Communal transport facilities inside Dhaka to and from the office

Free catered lunch every day

An agile performance review process that encourages ongoing transparency between managers and direct reports

Enablement program and soft skill training to support internal career growth and development

At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.

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.