Senior Customer Success Manager
Netspring
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.
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
Customer Success & Relationship Leadership
- Own overall customer success and value realization for a portfolio of Optimizely Commerce customers.
- Engage, strategize, and cultivate strong relationships with senior-level executives and key stakeholders.
- Establish and maintain a trusted advisor role, guiding customers through adoption, optimization, and long-term success.
- Conduct regular customer check-ins, QBRs, and strategic planning sessions.
Renewals & Commercial Ownership
- Lead renewal conversations, including negotiation of renewal terms, contract alignment, and commercial outcomes.
- Manage renewal pipeline and provide accurate forecasting and reporting.
- Partner with internal stakeholders (Renewals, Sales, Support, Product) to ensure smooth renewal execution.
- Maintain a deep understanding of account financial health, risk indicators, and growth potential.
Growth & Expansion
- Proactively identify expansion opportunities within existing accounts.
- Upsell Education and Expert Services and cross-sell additional Optimizely products where relevant.
- Achieve and exceed sales and retention objectives within assigned territory and customer base.
Commerce Product Expertise
- Maintain strong professional and technical knowledge of Optimizely’s Commerce products and ecosystem.
- Confidently position product capabilities and services based on customer-specific needs.
- Stay informed on industry trends, digital experience best practices, and competitive landscape.
Escalation & Cross-Functional Collaboration
- Serve as an escalation point for complex customer concerns, including:
- Product roadmap and feature gaps
- Support challenges and service expectations
- Adoption risks and churn indicators
- Drive resolution through internal alignment and executive-level communication.
Associated Distributors (AD) Engagement
- Support customers within the Associated Distributors network, ensuring consistency and alignment across the distributor community.
- Navigate interconnected customer relationships where decisions, offers, and rollouts must be equitable across the group.
- Collaborate closely with AD stakeholders and internal leadership to maintain trusted partnerships.
Work Hours: Monday to Friday: 4:00 PM - 12:00AM Dhaka time [Hybrid]
Please note: You are not required to stay in the office until 12:00 AM. The late-evening meetings can be attended from home.
Knowledge and Experience
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5+ years of experience in a client-facing Customer Success, Account Management, or SaaS commercial role.
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Proven track record of driving renewals, retention, and expansion within a recurring revenue business.
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Strong commercial understanding, negotiation capability, and financial acumen.
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Excellent executive-level communication, presentation, and stakeholder management skills.
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Ability to operate autonomously while collaborating effectively across the organization.
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Strong analytical, process-oriented mindset with the ability to manage multiple priorities.
Nice to Have
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Experience supporting Commerce platforms or digital experience solutions.
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Familiarity working within partner, distributor, or multi-stakeholder ecosystems.
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Strong proficiency in Salesforce, Gainsight, Zendesk, and other CS tooling.
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Background in digital marketing, experimentation, or adjacent disciplines.
Education
Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus
Our culture is the most important thing we offer. We continuously aim to provide a high-growth space, both virtually and in person, where you can do your best work and, in the process, unlock your boundless potential. Our new, cutting-edge office space in Dhaka is a testament to our dedication to enhancing your work experience. This state-of-the-art workspace features open workstations, a fully equipped kitchen, a nap room for relaxation, a tranquil zen garden, and an entertaining area, all designed to provide you with the ideal environment to thrive and grow. As part of our commitment to you, here are other benefits and perks you can expect:
- Best-in-class compensation plans
- Two annual festival bonuses
- Recognition and rewards programs
- Paid Maternity (4 months) & Paternity Leave (12 weeks)
- Flexible vacations days and working hours
- Provident Fund
- Annual Work/Service Anniversary Leave
- Comprehensive medical & life insurance for you and your dependants
- Volunteering opportunities to make a difference
- Chance to work alongside our incredible global team
- Monthly and quarterly regional and global team-building events
- Communal transport facilities inside Dhaka to and from the office
- Free catered lunch every day
- An agile performance review process that encourages ongoing transparency between managers and direct reports
- Enablement program and soft skill training to support internal career growth and development
At Optimizely, our standardized language is English, and it is crucial to have good English communication skills to be successful in your global role. All our external and cross-location communication is done in US English (en-us), but internally you can speak in whichever native language you most identify with.
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.