Optimizely · 7 hours ago
Team Lead, Customer Success Management
US
Full-time
Onsite
Mid, Senior LevelOptimizely is focused on customer satisfaction and retention through its Customer Success Management team. The Team Lead for Customer Success Management will empower the team to deliver exceptional service, mentor team members, and drive customer adoption of Optimizely's products.
ContentData ManagementMarketingSoftware
Responsibilities
Empower the CSM team to deliver exceptional and “white glove” customer service experience as business advisors helping our customers through the entire customer journey
Act as a CSM escalation point, possessing the ability to handle difficult customer conversations deftly
Provide support and overflow capacity to the team as needed
Maintain best-in-class customer service, actively coaching your team on best practices, customer feedback, personal growth etc
Be a developmental leader, working closely with team members to focus on career growth potential
Conduct regular 1:1 coaching and constantly challenging the team by being a catalyst to their growth
Be an ambassador for the CSM team across the organization, working closely and collaboratively with key business partners in Onboarding, Marketing, Partner, Sales and Product
Working closely with your manager and the CS leadership team to seek out and incorporate feedback to make relevant changes, updates and implement the new processes where needed
Contribute to departmental OKRs pertaining to the Global CSM team
Develop and iterate on internal and external documentation to support the team and the whole organization
Be part of a smooth onboarding process to new team members - managing training content, scheduling shadowing etc together with the Manager and the “buddy”
Flexibility to occasionally work outside regular business hours
Support customers and partners during the entire lifecycle with Optimizely
Report on the customer status, at risk, churn, upsell opportunities to the management team
Conduct frequent meetings and QBRs with customers and support team members when needed
Work proactively with your customer base on renewals, provide accurate renewal forecasting and support the team where needed
Represent the Customer Success team at client facing meetings, travel when necessary
Maintaining and innovating the use of CRM and CSM tools to record customer information and to track KPI’s, advocate best practice to the team
Maintaining outstanding levels of client retention
Maintain an active course of self-development in Optimizely & Industry developments and share insights with the wider CSM team
Qualification
Required
Proven top performer on the Customer Success Management team
Possesses and applies comprehensive knowledge of particular field of specialization to the completion of complex assignments
Comprehensively understands current industry best practices and applies appropriately
Shows expertise in a specific feature / process / program within the function
Experience mentoring or leading entry level employees
Business acumen is moderate, and recognizes causation between own group and immediate stakeholder groups
Ability to break down and manage deliverables to completion for self and team
Customer Service Mindset
Bachelors degree
Communicating Effectively
Driving for Results
Inspiring and Motivating Others
Resolving Conflict
Serving Customers
Company
Optimizely
Optimizely is a digital experience platform for unlocking digital potential, content, commerce, and optimization.
Founded in 2010
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