AI Customer Strategist
About this role
Introduction
The AI Customer Strategy team drives measurable customer impact by guiding Optimizely AI product adoption from onboarding through long-term AI maturity. AI Customer Strategists serve as the primary strategic partner for customers — owning the relationship, use case development, sustained usage, and renewal support alongside AEs.
The AI Customer Strategist independently delivers customer engagements, onboarding programmes, and AI strategy deliverables. Applies established frameworks with minimal supervision to drive Optimizely AI adoption, usage depth, and customer value realization.
Job Responsibilities
Organizational Impact & Scope of Responsibility
- Owns end-to-end customer relationship for an assigned portfolio from kickoff through steady-state AI adoption
- Delivers defined onboarding programs, use case roadmaps, and QBRs tied to measurable Optimizely AI outcomes
- Contributes reliably to team targets; impact primarily within assigned customer base and immediate cross-functional partners
Innovation & Complexity
- Solves moderately complex customer challenges by adapting Optimizely AI best practices and AI strategy frameworks to varied client contexts
- Identifies improvements to delivery templates, workshop formats, and onboarding playbooks within own engagements
- Applies judgment to tailor known approaches; escalates novel or high-risk situations to senior team members
Communication & Influence
- Communicates progress, blockers, and outcomes clearly to customers, internal teammates, and immediate stakeholders
- Collaborates effectively with Account Executives, Solutions Engineering, Forward Deployed Engineers, and Customer Success collegues to deliver shared customer outcomes
- Builds trust and credibility at the practitioner and manager level through consistent, quality execution
Decision-Making & Autonomy
- Independently executes customer engagements within established guidelines and prioritized account criteria
- Makes day-to-day decisions on engagement approach, workshop design, and use case sequencing
- Escalates executive-level risks, significant scope changes, or renewal signals to senior strategist or manager
Leadership & Collaboration
- Actively supports team collaboration and knowledge sharing; contributes to a positive team culture
- May informally assist junior colleagues on delivery processes, Optimizely AI product knowledge, or customer frameworks
- Participates in cross-functional GTM efforts including pre-sales support and onboarding handoffs
AI & Automation
- Uses Optimizely AI and approved AI tools to improve efficiency in research, presentation prep, and use case analysis
- Applies AI-assisted workflows to streamline repeatable deliverables such as onboarding plans and strategy decks
- Identifies opportunities where AI can improve customer outcomes and shares learnings with the team
Knowledge and Experience
- Experience working in customer success, strategy consulting, onboarding, or implementation — ideally in SaaS or MarTech
- Solid understanding of applied AI concepts, especially in marketing and digital experience contexts
- Confident facilitating workshops and presenting to customer managers; familiarity with Optimizely AI or comparable AI agent platforms a plus
Education
N/A
Competencies
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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Company at a glance
The first all-in-one operating system for marketing
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 help companies around the world orchestrate their entire content lifecycle, monetize every digital experience and experiment across all customer touchpoints – all through Optimizely One, the leading digital experience platform that powers every phase of the marketing lifecycle through a single, AI-accelerated workflow.
Optimizely has nearly 1500 employees across our 21 global offices and has 700+ partners. 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.
At Optimizely, we live each day with a simple philosophy: large enough to serve, small enough to care. Learn more at optimizely.com.
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