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