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About the Role

This strategic leadership role within Expert Services focuses on driving product Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) by developing and executing a go-to-market strategy, packaging, pricing, team, and delivery model for subscription-based technical engagements. The role ensures the Technical Account Management (TAM) and subscription services model evolves with the expanding product portfolio, including AI capabilities, and partners with regional leaders to embed services into the sales process for strategic accounts.

Responsibilities

Own the end-to-end go-to-market strategy for TAM and subscription services, including positioning, packaging, and pricing across all tiers.
Continuously refine service packages based on market feedback, competitive benchmarking, and customer adoption data to optimize for product retention and expansion.
Build and maintain financial models and business cases for new service offerings.
Collaborate with Sales, Customer Success, Product, and Finance to align pricing models with the company's commercial strategy.
Develop sales enablement materials, scoping guides, and ROI frameworks to facilitate quick closing of subscription services deals.
Build and execute a scalable operating model for TAM and subscription services delivery, balancing dedicated and shared engagement models.
Own the P&L for the TAM and subscription services practice, including revenue targets, margin management, utilization, and headcount planning.
Define and track key performance indicators with product GRR and NRR as primary metrics.
Drive predictable, recurring revenue growth by expanding subscription services penetration and embedding services into multi-product deals.
Partner with regional Customer Success and Sales leaders to ensure subscription services are a natural part of the sales process for strategic accounts.
Partner with regional delivery leaders to ensure consistent service quality and capacity planning globally.
Establish a customer engagement methodology focused on scoping, planning, and optimization cycles to increase product adoption and reduce churn risk.
Define the subscription services strategic advisory framework, including capability reviews, solution architecture assessments, and program governance.
Embed Opal AI adoption into the subscription services motion, identifying use cases, conducting enablement, and surfacing expansion opportunities.
Act as the voice of the customer back into Product and Engineering, providing structured feedback on platform gaps and feature requests.
Ensure customers receive ongoing strategic and technical value to deepen platform adoption and reduce churn.

Requirements

10+ years of progressive experience in management consulting, technical account management, professional services, customer success, or solutions consulting within SaaS, digital experience, or enterprise software.
4+ years in a leadership role with direct responsibility for building or scaling a recurring services business, including go-to-market strategy, service design, packaging, and pricing.
Proven track record of owning or significantly influencing a services P&L, with demonstrable evidence of improving product GRR and NRR.
Strong consulting or advisory background, with experience at a top-tier management consulting firm or equivalent rigor.
Deep understanding of the martech and digital experience ecosystem, with familiarity across CMS, experimentation, content management, and AI-driven tools.
Experience designing and operationalizing tiered service models across multiple geographies.
Exceptional executive presence with the ability to influence C-level stakeholders.
Data-driven mindset with fluency in building business cases, financial models, and using customer health analytics.

Skills

AI-powered content creation
CMS
Experimentation platform
Martech
Digital experience
Opal AI
Management consulting
Technical account management
Professional services
Customer success
Solutions consulting
SaaS
Enterprise software
Go-to-market strategy
Service design
Packaging
Pricing
P&L management
Financial modeling
Business case development
Customer health analytics
Executive presence
Structured analytical thinking
Consulting methodology
Scalable operating models
Tiered service models
Capacity planning
Strategic advisory
Product adoption
Churn risk reduction
Solution architecture
Program governance
Maturity models
Enablement sessions
Agent workflows
Product feedback
Platform gaps
Feature requests
Adoption blockers

Location

Global

Work Type

Full-time

Experience Level

Senior
Leadership

Education Level

Bachelor's degree or higher equivalent

About the Company

Optimizely provides AI that works for marketers, including AI-powered content creation, world-class CMS, and an experimentation platform.
Over 10,000 brands, including H&M, PayPal, and Zoom, use Optimizely.
Gartner, Forrester, and IDC recognize Optimizely as a leader in MarTech.
The company has over 1,600 employees across 12 global offices.
Optimizers are described as curious, collaborative, and human, fostering real conversations and big ideas.
Optimizely is shaping the future of marketing technology.

Equal Opportunity

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.