Customer Success Manager Job at Optimizely (Berlin)

Customer Success Manager

Optimizely

Location:
Germany , Berlin

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Customer Success Manager (CSM) is the key partner helping customers achieve their strategic objectives and extract maximum value from their investment in our products. CSMs drive adoption, retention and expansion of our products and services by being a trusted advisor to our customers. They are experts on our products and technology, digital strategy and on growing a culture of harmonizing, understanding, and acting on digital data. CSMs accomplish this by being empathetic and seeking to understand our customers' challenges and needs, and respond with a problem solving mindset. By relying on past experience, business acumen, and technical aptitude, CSMs are the driving force that enable our customers to unlock their digital potential. Additionally, the CSM 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 Responsibility:

In partnership with Account Executives, own the overall relationship with assigned clients in a blended portfolio, focusing on: growing adoption and ensuring retention, expansion and satisfaction
Work with customers to build and execute on a success plan that establishes critical goals and key performance indicators
Ensure customers adopt best practices for both running their digital program and in 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 CSMs through example and professional and personal experiences
Drive accountability for deliverables internally and 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
Through regularly conducted touchpoints, establish a trusted/strategic advisor relationship with assigned customers and drive continued value of our solution and services
Coordinate appropriate resources for each meeting to obtain the desired outcome
Identify and develop opportunities for new usage of our product across organizational functions and business units
Educate and advise on potential use cases for new or unused features of our platform
Manage account issues and escalations
Maintain your own current functional knowledge 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 within the company
Stay on top of industry news, technology products, platforms and partners to provide and maintain a deep industry and ecosystem expertise

Requirements:

Must be fluent in German & English
Relevent experience in a related function with direct customer contact and engagement experience, ina post-sale or professional services function, preferably at a SaaS-based company
Project and stakeholder management experience & skills
Bachelors degree and preferably further professional training in direct marketing a plus

Additional Information:

Job Posted:
January 10, 2026

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