Customer Success Manager

Customer Success London, England United Kingdom


Optimizely is focused on unlocking digital potential and we are the recognized category leader in Digital Experience Platform (DXP) and created the category for A/B Testing and experimentation software. We have incredible customers – isn’t that one of the most important aspects of looking for your next job? Optimizely has over 9,000 brands from global organizations such as Visa, Sky, Yamaha, Wall Street Journal to tech innovators like Atlassian, DocuSign, FitBit and Zillow. 
Not only are we financially sound and growing but we have unicorn status: Exceeded $300M in revenue in 2020, is profitable already, and has all strategic options ahead of itself. Optimizely continues to invest and addresses a market opportunity north of $30 billion, providing significant personal career growth opportunities. 
We are an inclusive culture with a global team of 1200+ people across the US, Europe, Australia, and Vietnam. We blend European and American business culture with emphasis on teamwork, inclusion, and moving fast. People make the difference! 
If you are looking to work on the next generation of digital technologies in a fast-paced, hyper-growth environment, apply! We’re just getting started... 

 Customer Success Managers at Optimizely are the customers advocate and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As CSM you will ensure our customers successfully adopt Optimizely by engaging with them at all key points in the lifecycle. 

As a Customer Success Manager, you will: 

  • Implement and ensuring a ‘white glove’ service for our customers, with a special focus on our Personalization offerings (Content Recommendations, Product Recommendations, CDP) 
  • Address risks of client churn with senior management in a timely manner  
  • Introduce new products and services to our customers, especially cross-selling from the Personalization base to other areas of the business (Content Cloud, Experimentation etc.) 
  • Regularly share expertise with the team to support continuous learning and improvement 
  • Be the go to person in the team who specializes in the Personalization Suite of our products  
  • Have the ability to analyze data, discover compelling insights and develop action plans to achieve goals 
  • Manage customers as required through the full customer lifecycle, from initial on-boarding, scoping and to successful maturity and growth 
  • Develop and maintain a customer success management plan, and execute against that plan 
  • Consult and train customers to leverage the best of Optimizely’s solutions to optimize the customer’s ROI 
  • Drive excellent customer satisfaction by understanding and over-delivering against customer expectations 
  • Represent the Customer Success team at client facing meetings and events as our customer ‘s ‘Go to person’  
  • Maintain customer success targets through contract renewals, growth and lead generation 
  • Have full management of the customer renewal process 
  • Maintain the use of CRM/customer success management tool to record customer information and to track KPI’s 
  • Pro-actively report back to the Manager, Customer Success and the Director, Customer Success on potential account growth, queries and escalating any issues that need to be resolved 
  • Maintain outstanding levels of client retention 
  • Conduct customer presentations and product demonstrations to educate customers on how Optimizely will provide added value and/or drive business value 
  • Collaboratively work effectively with and across other departments, especially the sales team 
  • Maintain an active course of self-development in Optimizely & Industry developments 
  • Travel to customer locations when necessary 

About You:

  • A couple of years with customer success management experience ideally in the Personalization SAAS space  
  • Excellent English-speaking skills 
  • Highly driven with a strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity 
  • High commercial awareness and customer focus 
  • Strong conflict management and conflict resolution skills 
  • A passion for people, able to use your initiative and willing to go the extra mile 
  • Have a “Can Do” attitude 
  • Strong customer-facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements 
  • Track record of achieving targets in a solutions environment 
  • Excellent written and verbal communication skills 
  • Ability to work well under pressure, while retaining focus and composure 
  • Ability to communicate technical/ business issues and solutions clearly and confidently 
  • Ability to understand, communicate and interpret best practice digital marketing techniques 
  • Experience delivering strategies and plans 
  • Confident; self-motivated and driven to achieve 
  • Ability to develop customer trust, grow accounts and nurture the talented team around you is key 
  • Energetic, lively and have an engaging personality and enjoy working in a team environment 
  • The tenacity to develop and educate existing customers on the company philosophy and product offering 
  • Strong work ethic and good organizational skills 
  • Ability to work autonomously negotiating long term relationships 


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.