Associate Customer Success Manager
Sales & Business Development, Customer Service
Berlin, Germany
Introduction - Legacy Section
The Associate Customer Success Manager (ACSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. ACSMs drive adoption, retention, and expansion of our products and services by being trusted advisors to our customers. They are experts in our products and technology, digital strategy, and growing a culture of harmonizing, understanding, and acting on digital data. ACSMs accomplish this by being empathetic, seeking to understand our customers' challenges and needs, and responding with a problem-solving mindset. By relying on past experience, business acumen, and technical aptitude, ACSMs are the driving force that enables our customers to unlock their digital potential. Additionally, the ACSM 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 - Legacy Section
- In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio of 25–40 customers, focusing on: growing adoption, ensuring retention, driving expansion, and maximizing customer satisfaction.
- Work with customers to build and execute a success plan that establishes critical goals and key performance indicators.
- Ensure customers adopt best practices for both running their digital programs and 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 ACSMs through example and personal/professional experiences.
- Drive accountability for deliverables internally, as well as 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.
- Establish a trusted, strategic advisor relationship with assigned customers through regularly conducted touchpoints to drive the continued value of our solutions and services.
- Coordinate appropriate resources for each meeting to obtain the desired outcome.
- Identify and develop opportunities for new product usage across organizational functions and business units.
- Educate and advise customers on potential use cases for new or unused platform features.
- Manage account issues and escalations effectively.
- Maintain current functional 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 internally.
- Stay up-to-date on industry news, technology products, platforms, and partners to maintain deep industry and ecosystem expertise.
Knowledge and Experience - Legacy Section
- 3+ years of experience in a related function with direct customer contact and engagement, ideally in a post-sale or professional services role (preferably at a SaaS-based company).
- Fluency in German (written and spoken).
- Prior experience as a Customer Success Manager (or equivalent) with a proven track record of driving customer satisfaction, adoption, and retention.
- Familiarity working with clients of all sizes, particularly B2C mid-market and enterprise retail organizations.
- Experience partnering with product and engineering/development teams on web or mobile applications.
- Background with Customer Data Platforms (CDP), digital marketing platforms, e-commerce platforms, and a strong passion for emerging technologies.
- Demonstrated project management and stakeholder management skills.
Education - Legacy Section
Ideally but not essential - Bachelors degree in Business Administration, Science or IT preferred and further professional training in direct marketing
Competencies - Legacy Section
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.
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