Optimove is a global marketing tech company, recognized as a Leader by Forrester and a Challenger by Gartner.
We work with some of the world's most exciting brands, such as Papa John's, Staples, and Entain, who love our thought-provoking combination of art and science.
With a strong product, a proven business, and the DNA of a vibrant, fast-growing startup, we're on the cusp of our next growth spurt.
It's the perfect time to join our team of ~400 thinkers and doers across NYC, LDN, TLV, and other locations, where 2 of every 3 managers were promoted from within.
Growing your career with Optimove is basically guaranteed.
The role of a Customer Success Manager (CSM) at Optimove is a vital, dynamic position at the forefront of client interaction.
CSMs engage collaboratively with a range of client stakeholders, including CMOs, CRM Leads, project managers, and software developers, to achieve exceptional outcomes.
Their focus is on unlocking value for clients, ensuring their success, and fostering satisfaction.
As the primary point of contact for our esteemed customers, CSMs play a pivotal role.
The CSM Team Lead position demands not only effective management and interpersonal skills but also robust analytical capabilities.
This role presents an outstanding opportunity to become part of a robust Customer Success team, assuming a leadership role that contributes to shaping the team's growth trajectory.
It's a chance to thrive in a vibrant and stimulating environment while advancing within the organization.
Responsibilities:
Lead a team of 3-5 skilled Customer Success Managers, providing guidance and fostering a collaborative environment.
Serve as the executive sponsor of your team's accounts- Meet with managers on the client side, manage escalations and lead and participate in strategic meetings
Guide the team within complex and challenging customer issues with CS best practices in mind
Enable, coach, mentor, and grow a team of exceptional Customer Success Managers.
Create and execute Individual Development Plans (IDP's) for your direct reports and conduct regular check ins to ensure the team is on the right path
Manage a small book of business comprised of strategic accounts
Own overall client relationship, enabling them to unlock value from their partnership with Optimove
Establish a trusted and strategic relationship with each assigned client
Be a strategic connector, ensuring the right resources from Optimove engage with key stakeholders at your clients
Be the customer's advocate internally by communicating requests and issues across departments
Provide training, guidance and advice to help your clients unlock maximum value using the Optimove platform
Communicate major product updates and releases ensuring clients enact changes
Requirements:
Bachelor's degree
2-3 years of customer Success experience, Martech/ CRM related companies is a plus
1 year (or more) of people management experience
Fluent in English - Extremely strong presentation and communication skills
Proactive, highly organized, with the ability to manage multiple tasks
Fast learner who can understand and articulate technology at any level
Rich and effective interpersonal skills
Strong analytical skills
Growth mindset – always pushing yourself out of your comfort zone
Experience in technology-related fields, preferably B2B SaaS
For those applicants in the NYC area, the salary range for this role is $75 to $105.
The salary offered will be based on experience, role, and location.
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