Senior Customer Success Manager

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 and grow existing customers recurring revenue within the customer base

Up-sell Education and Expert Services and Cross-sell additional products

Achieve and exceed sales objectives within defined accounts and assigned territory

Engage, strategize, and cultivate deep relationships with senior level executives at client companies

Manage renewal pipeline and provide timely and accurate forecast reports

Maintain professional and technical knowledge of Optimizely' s Commerce products

Proactively provide smart client research and industry specific information

Perform sales presentations to position products and services to the customer’s specific needs

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

Maintain contact regular contact with client regarding account direction, project management issues through QBR’s and scheduled meetings

Establish and maintain role as client advisor

Maintain an in-depth understanding of financial status of accounts at all times

Become a single point of contact for customers, partners, and internal sales for services opportunities

Knowledge and Experience

Highly driven individual with strong desire to achieve top results and break through barriers, determined to adapt quickly to changing customer needs

Strong customer empathy and desire for own company’s financial revenue growth

Demonstrated success using solid oral and written communication and presentation skills to achieve account and sales resultsMore than 5 years of experience working in a client facing environment

Very good technical understanding

Basic Commercial understanding and experience

Ability to act autonomously

Very good presentation and communication skills

Strong negotiation skills

High level of energy & enthusiasm for Internet Marketing

Other digital / direct marketing disciplines an advantage

Knowledge of CRM tools (i.e. Salesforce and Gainsight)

Ability to work effectively on multiple projects

A passion for people, able to use your initiative and willing to go the extra mile

Have a “Can Do” attitude

Excellent written and verbal communication skills

Confident, self-motivated and driven to achieve

Experience in Customer Success operations in the digital marketing industry

Excellent planning and organizational skills

Interpersonal and communication skills

The ability to work effective across all parts of the organization

Deep understanding of value drivers in a recurring revenue company

Analytical and process oriented

Flexibility in scheduling, occasional travel might be required

Education

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

Competencies

Establishing Relationships Navigating Organizations Prioritizing and Organizing Work Making Convincing Arguments Negotiating Agreements Championing Customer Needs

Nearest Major Market: Austin