Optimizely · 6 days ago
Manager, Customer Success
US
Full-time
Onsite
Mid, Senior Level
5+ years expOptimizely is seeking an experienced Manager of Customer Success Management to lead a high-performing team of Customer Success Managers. In this role, you'll oversee a portfolio of ~30M in ARR while developing and mentoring a team of 5-7 CSMs, focusing on driving customer retention, expansion, and value.
ContentData ManagementMarketingSoftware
Responsibilities
Manage, mentor, and develop a team of 5-7 Customer Success Managers, fostering a culture of excellence and continuous improvement
Coach CSMs on both personal and professional growth, providing regular feedback, performance reviews, and career development guidance
Build and maintain a high-performing team through effective hiring, onboarding, and retention practices
Set clear goals and KPIs for team members, tracking progress and driving accountability
Oversee a portfolio of $30M in ARR, ensuring consistent revenue retention and growth
Develop and execute strategic account plans in partnership with CSMs to maximize customer value and outcomes
Monitor portfolio health metrics including NRR, GRR, product adoption, and customer satisfaction scores
Deliver accurate forecasts for renewals, expansion, and churn across the managed portfolio
Analyze trends and insights to proactively identify risks and opportunities
Leverage data to drive decision-making and inform strategic initiatives
Serve as executive sponsor for strategic accounts, building C-level relationships and driving business outcomes
Act as primary point of escalation for complex customer issues, ensuring swift and effective resolution
Conduct executive business reviews and strategic planning sessions with key customers
Partner with Sales, Product, Support, and other teams to ensure seamless customer experience
Advocate for customer needs internally, influencing product roadmap and go-to-market strategies
Drive alignment on customer initiatives and process improvements across departments
Lead or participate in projects that support team effectiveness and business growth
Develop and refine customer success playbooks, processes, and best practices
Drive initiatives to improve customer onboarding, adoption, expansion, and advocacy programs
Qualification
Required
5+ years of experience in Customer Success, Account Management, or related customer-facing roles
2+ years of people management experience, with proven track record of developing high-performing teams
Experience managing portfolios of $20M+ in ARR
Strong analytical skills with ability to forecast and interpret customer data
Excellent executive presence and communication skills, comfortable engaging with C-suite stakeholders
Demonstrated ability to manage escalations and resolve complex customer issues
Track record of driving customer retention, expansion, and satisfaction
Experience implementing customer success strategies, tools, and processes
Bachelor's degree or equivalent experience
Company
Optimizely
Optimizely is a digital experience platform for unlocking digital potential, content, commerce, and optimization.
1001-5000 employees
H1B Sponsorship
Optimizely has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (2)
2021 (4)
2020 (5)
Funding
Current Stage
Late StageTotal Funding
$1.35BKey Investors
Golub CapitalGoldman Sachs Growth EquityBridge Bank
2024-12-05Debt Financing· $1.1B
2020-09-03Acquired
2019-06-18Series D· $50M
Leadership Team
Tara Corey
Senior Vice President Marketing
Jon Greene
VP Sales, Manufacturing & Distribution | B2B SaaS Digital Experience & Ecommerce
Recent News
2026-01-16
Andreessen Horowitz
2025-12-29
Company data provided by crunchbase