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.
Join us and become part of a company that’s empowering people to unlock their digital potential!
To get a sneak peek into our culture, find us on Instagram: @optimizely

KNOWLEDGE AND EXPERIENCE

• 10+ Years of experience managing a global Onboarding, Adoption, Education and Customer Community organization for a growing SaaS company.
• A proven track record in building out brilliant and highly agile teams and departments
• Inspired to deliver a differentiated support and customer experience, and you have examples you have led in these areas
• Must be hands on, entrepreneurial and able to translate business outcomes into executable plans
• Experience within SaaS, (DXP, CMP, CMS)is a plus

EDUCATION

Bachelor’s degree, masters preferred
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.

LI-SR1

Nearest Major Market: Austi

• This role is responsible for the leadership and success of the Customer Advocacy function including the Onboarding team (50+ FTE), Adoption Team (5FTE), Education Team (5FTE) and Customer Communities (1FTE).
• The successful candidate will need to further build out the organizational structure to ensure the business can deliver both 1:1 and 1:many offerings, developing a scalable business model while balancing the P&L and margin contributions.
• Onboarding is already a paid offering and will need further support in cross training individuals on various products, looking at the shift to a subscription services model and also driving a more scalable offering considering off-shoring resources, building in 1:many and self services offerings for growth.
• The Education team will require a review of the LMS system and content, ensure we are delivering both free and fee content across all products and that customers can easily navigate both persona and product content.
• The Adoption team which is recently incubated poses a great opportunity to standardize the catalogue offering of services, look at both 1:1 and 1:many offerings, partner with product on repeatable data led services which could help the adoption team and CSMs provide a value add engagement to key customers at risk.
• The Customer Community will cover CAB, User Communities and the relaunch of the NPS program.
• The successful candidate will be able to excel in a drive hypergrowth of the business across international expansion and mutli product solutions.
• Collaborating with C-level executives to create and implement a long-term, KPI-driven strategy & execution plan with a particular focus on customer experience while balancing the business margin performance.
• Develop and implement a comprehensive customer success strategy that enhances customer satisfaction, drives product adoption, identifies opportunities for expansion and aligns with the functional strategies across the customer success organization.
• Operational experience in setting up ticketing systems, prioritizing customer requests and reporting capacity of usage.
• Have a roll up your sleeves attitude and is not afraid to help build out the transformation needed to deliver a best in class customer experience.