Optimizely – Team Lead, Customer Success, Berlin
FilledJob Description
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, and 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 cultures with an emphasis on teamwork, inclusion, and moving fast. People make a 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…
Introduction
Customer Success Managers at Optimizely are the customers’ advocates and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As Senior Manager, of Customer Success you will lead & empower a team of CSMs who will drive our customers to successfully adopt Optimizely by engaging with them at all key points in the lifecycle
Job Responsibilities
Drives the development of the broader functional team strategy, beyond own team.
Accountable for delivering against the broader functional team strategy.
Understands ROI, spending and allocating money wisely and in line with business needs; acts responsibly and with ownership for financial decisions.
May manage experienced individual contributors and/or more junior managers.
Skilled in managing internal and external dependencies.
Participates in developing methods, techniques, and evaluation criteria for projects, programs, and people.
Analyzes complex, evolving circumstances and takes proactive action to appropriately distribute resources and meet goals on deadline.
Expects and holds team accountable to thorough and well-researched plans.
Coaches individuals and teams to approach problems from different angles and consider multiple solutions before deciding on the best path forward.
Knowledge and Experience
Experience leading teams of more experienced individuals and managers
Several years of professional experience in B2B, ideally in Customer Success of a software/SaaS or e-commerce company.
At least 2 years of experience in leading teams, preferably in Customer Success or Account Management
Managed teams of at least 5 MA in size
Extensive and deep technical understanding to plan and implement complex software projects, excellent project management skills
You have excellent German and English language skills
Focus on high customer orientation and long-term relationship building
Strong conflict management and conflict resolution skills
You believe in the meaningfulness of KPIs, OKRs, etc., and like to have yourself and the team measured against them.
Education
A Bachelors degree and preferably further professional training in direct marketing or a Master’s degree are a plus.
Successfully completed technical/business studies or comparable qualification
Competencies
Establishing Relationships
Making Convincing Arguments
Navigating Organizations
Negotiating Agreements
Prioritizing and Organizing Work
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 another legally protected status.
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