AI Customer Strategist

AI Customer Strategist

We're not here to add to the noise. We're here to cut through it- with AI that actually works for marketers. From AI-powered content creation to world-class CMS and the industry's most trusted experimentation platform, Optimizely is the tool modern marketers actually want to use. AI-Ready. Set. Go. 10,000+ brands including H&M, PayPal, and Zoom already get it. So do Gartner, Forrester, and IDC, who consistently recognize us as leaders in MarTech. But here's the thing about building great products: it takes great people. Our 1,600+ Optimizers across 12 global offices are curious, collaborative, and refreshingly human. We don't do corporate speak. We do real conversations, big ideas, and genuinely care for the work we make together. If you want to be part of a team that's shaping the future of marketing technology — and actually enjoys doing it — you're in the right place.
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
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.