Optimizely
Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert 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. Join us and become part of a company that's empowering people to unlock their digital potential! To get a sneak peek into our culture, find us on Optimizely is seeking an experienced Customer Success Analytics Lead, to join our Data Services function. This role will be critical to helping optimize our decision-making abilities across our Customer Success teams. This position will be responsible for leading domain analysis creation, providing best in class insights and proposals for change, designing solutions and working cross-functionally to implement process and change within the organization. Job Responsibilities • Data-Driven Action Requirements: Leverage customer performance data and AI to identify patterns, drivers, and actionable insights across customer health, adoption, satisfaction (e.g. NPS/CSAT), Ideal Customer Profile (ICP) and churn risk topics. • Lead GDR Modelling activities using customer segmentation, time series analysis, scenario simulation and retention curve modelling approaches. • Contribute to analysis/input required for board decks and end of quarter business reviews • Support business modelling of the professional services organization through the transition to a subscription services model • Provide data-driven insights to guide customer success strategies, renewals, upsells, and proactive engagement • Build and refine predictive and diagnostic models to support forecasting, targeting, and optimization strategies. • Partner with, Sales, Marketing and Product teams to implement data-informed actions and measure impact. • Ensure data integrity, relevance, and timeliness by collaborating with data engineering and analytics teams to define and evolve measurement frameworks and KPIs. • Storytelling Requirements: Develop clear, compelling, and audience-appropriate narratives that explain the "why" behind Customer Success performance trends. • Translate technical data findings into business-relevant insights that resonate with executive, marketing, and cross-functional stakeholders. • Use visual storytelling techniques, including dashboards and data visualizations, to enhance understanding and engagement. • Frame insights in the context of strategic goals, highlighting opportunities, risks, and recommendations with clarity and influence. • Stakeholder/Leadership Engagement: Partner with the Chief Customer Officer and global CS and GTM leaders to ensure the Customer Success department focuses on the right metrics and improves KPIs. • Process Optimization: Spearhead quarterly initiatives to enhance the Customer Success team's efficiency, scalability, and performance. This encompasses retention and product usage/adoption analysis and supporting the design of the CS Book of Business. • Cross-Functional Collaboration: Act as a strategic partner to Marketing, Sales, Product, Finance and IT teams to align initiatives and streamline customer experiences. Knowledge and Experience • 5+ Years of professional experience • 3+ Years of experience of Customer Success Ops at a SaaS company experience • Proficiency in SQL and at least one statistical programming language (Python, R, etc.) • Strong proficiency in SQL, Excel, and BI tools (e.g., Tableau, Power BI, Looker) • Experience with Customer Success platforms (Gainsight, HubSpot Service, Salesforce Service, etc.) Behavioural Expectations • Strong background in bringing data to life for decision makers • Ability to work in a fast-paced and ever-changing environment. • Mindset of continuous improvement, self, systems, processes • Ability to identify work that supports company objectives and maintain focus on business outcomes. • Honesty when things go wrong (they will), and a plan to prevent the same thing from happening again. • Problem solving mindset (we don't look to blame, but to prevent future mistakes) • You create your own experiments to find solutions or answer questions, or you do research to find answers. • Transparent communication: status of work in flight, creating documentation of current state, educational learnings sharing. • Maintain intellectual and emotional curiosity. • Self-managed work/personal life balance • Diplomacy, negotiation, and development of complex relationships • You teach yourself new skills and systems. Education Bachelor's degree in a quantitative field (e.g., Mathematics, Statistics, Computer Science, Economics) or equivalent experience. Driving Continuous Improvement Driving for Results Inspiring and Motivating Others Solving Complex Problems 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.
Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert 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. Join us and become part of a company that's empowering people to unlock their digital potential! To get a sneak peek into our culture, find us on Optimizely is seeking an experienced Customer Success Analytics Lead, to join our Data Services function. This role will be critical to helping optimize our decision-making abilities across our Customer Success teams. This position will be responsible for leading domain analysis creation, providing best in class insights and proposals for change, designing solutions and working cross-functionally to implement process and change within the organization. Job Responsibilities • Data-Driven Action Requirements: Leverage customer performance data and AI to identify patterns, drivers, and actionable insights across customer health, adoption, satisfaction (e.g. NPS/CSAT), Ideal Customer Profile (ICP) and churn risk topics. • Lead GDR Modelling activities using customer segmentation, time series analysis, scenario simulation and retention curve modelling approaches. • Contribute to analysis/input required for board decks and end of quarter business reviews • Support business modelling of the professional services organization through the transition to a subscription services model • Provide data-driven insights to guide customer success strategies, renewals, upsells, and proactive engagement • Build and refine predictive and diagnostic models to support forecasting, targeting, and optimization strategies. • Partner with, Sales, Marketing and Product teams to implement data-informed actions and measure impact. • Ensure data integrity, relevance, and timeliness by collaborating with data engineering and analytics teams to define and evolve measurement frameworks and KPIs. • Storytelling Requirements: Develop clear, compelling, and audience-appropriate narratives that explain the "why" behind Customer Success performance trends. • Translate technical data findings into business-relevant insights that resonate with executive, marketing, and cross-functional stakeholders. • Use visual storytelling techniques, including dashboards and data visualizations, to enhance understanding and engagement. • Frame insights in the context of strategic goals, highlighting opportunities, risks, and recommendations with clarity and influence. • Stakeholder/Leadership Engagement: Partner with the Chief Customer Officer and global CS and GTM leaders to ensure the Customer Success department focuses on the right metrics and improves KPIs. • Process Optimization: Spearhead quarterly initiatives to enhance the Customer Success team's efficiency, scalability, and performance. This encompasses retention and product usage/adoption analysis and supporting the design of the CS Book of Business. • Cross-Functional Collaboration: Act as a strategic partner to Marketing, Sales, Product, Finance and IT teams to align initiatives and streamline customer experiences. Knowledge and Experience • 5+ Years of professional experience • 3+ Years of experience of Customer Success Ops at a SaaS company experience • Proficiency in SQL and at least one statistical programming language (Python, R, etc.) • Strong proficiency in SQL, Excel, and BI tools (e.g., Tableau, Power BI, Looker) • Experience with Customer Success platforms (Gainsight, HubSpot Service, Salesforce Service, etc.) Behavioural Expectations • Strong background in bringing data to life for decision makers • Ability to work in a fast-paced and ever-changing environment. • Mindset of continuous improvement, self, systems, processes • Ability to identify work that supports company objectives and maintain focus on business outcomes. • Honesty when things go wrong (they will), and a plan to prevent the same thing from happening again. • Problem solving mindset (we don't look to blame, but to prevent future mistakes) • You create your own experiments to find solutions or answer questions, or you do research to find answers. • Transparent communication: status of work in flight, creating documentation of current state, educational learnings sharing. • Maintain intellectual and emotional curiosity. • Self-managed work/personal life balance • Diplomacy, negotiation, and development of complex relationships • You teach yourself new skills and systems. Education Bachelor's degree in a quantitative field (e.g., Mathematics, Statistics, Computer Science, Economics) or equivalent experience. Driving Continuous Improvement Driving for Results Inspiring and Motivating Others Solving Complex Problems 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.
Optimizely
Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert 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
Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert 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