About the role
Customer Success Manager Job Details | Optimizely By continuing to use and navigate this website, you are agreeing to the use of cookies. Accept Close Skip to main content Life at Optimizely Diversity and Inclusion Executive Team Locations Sign in Search by Keyword Search by Location Clear Life at Optimizely Diversity and Inclusion Executive Team Locations Sign in Search by Keyword Search by Location Show More Options Loading... Category All Country/Region All Clear Select how often (in days) to receive an alert: Create Alert × Select how often (in days) to receive an alert: Customer Success Manager Apply now » Date: Apr 24, 2026 Location: US Austin, US, 78705 Nashua, US, 3063 Company: Optimizely Introduction The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the 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 In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 25-40 customers, focusing on: growing adoption and ensuring retention, expansion and satisfaction. Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators. Ensure customers adopt best practices for both running their digital program and in using our platform. Aid customer teams in exposing program value to their organization Support the development of the Customer Success Management team by mentoring and inspiring fellow CSMs through example and professional and personal experiences. Drive accountability for deliverables internally and among customer and partner teams. Assess and provide perspective on customer challenges related to technical implementation, marketing strategy and building a culture of harmonizing, understanding, and acting on digital data. Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services. Coordinate appropriate resources for each meeting to obtain the desired outcome. Identify and develop opportunities for new usage of our product across organizational functions and business units. Educate and advise on potential use cases for new or unused features of our platform. Manage account issues and escalations. Maintain your own current functional knowledge and technical knowledge of our platform. Collaborate with services to produce and implement solutions to customer challenges. Collect product feedback and advocate for customer needs within the company. Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise. Knowledge and Experience 3+ years of experience in a related function with direct customer contact and engagement experience, ina post-sale or professional services function, preferably at a SaaS-based company. Prior experience in a Customer Success Manager Role or equivalent with a history of increasing satisfaction, adoption, and retention. Familiarity working with clients of all sizes, especially B2C mid-market and enterprise retail organizations. Experience working with web or mobile app product and development teams. Experience with customer data platforms (CDP), digital marketing platforms, e-commerce platforms, and a real passion for new technologies. Project and stakeholder management experience & skills. Education Bachelors degree and preferably further professional training in direct marketing a plus Competencies Establishing Relationships Navigating Organizations Prioritizing and Organizing Work Making Convincing Arguments Negotiating Agreements Apply now » Find similar jobs: Terms of Service Trademark Policy Privacy Policy Security Compliance Do Not Sell CA Privacy Rights Opens in a new tab. Opens in a new tab. Opens in a new tab. © 2021 Optimizely, Inc. All Rights Reserved.