Senior Customer Success Manager Job at Optimizely (Dhaka)

Senior Customer Success Manager

Optimizely

Location:
Bangladesh , Dhaka

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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 Responsibility:

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
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
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
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
Serve as an escalation point for complex customer concerns
Drive resolution through internal alignment and executive-level communication
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

Requirements:

5+ years of experience in a client-facing Customer Success, Account Management, or SaaS commercial role
Proven track record of driving renewals, retention, and expansion within a recurring revenue business
Strong commercial understanding, negotiation capability, and financial acumen
Excellent executive-level communication, presentation, and stakeholder management skills
Ability to operate autonomously while collaborating effectively across the organization
Strong analytical, process-oriented mindset with the ability to manage multiple priorities
Bachelors degree and preferably further professional training in direct marketing or a Masters degree a plus

Nice to have:

Experience supporting Commerce platforms or digital experience solutions
Familiarity working within partner, distributor, or multi-stakeholder ecosystems
Strong proficiency in Salesforce, Gainsight, Zendesk, and other CS tooling
Background in digital marketing, experimentation, or adjacent disciplines

What we offer:

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

Additional Information:

Job Posted:
February 17, 2026

Employment Type:

Fulltime

Work Type:

Hybrid work

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