Sarah Ager Email and Phone Number
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With over 8 years of experience in the SaaS industry, I currently lead our Mid-market and Growth CSM Team at Optimizely, the leading digital experience platform provider. I am passionate about helping customers achieve their digital goals and optimize their web performance through experimentation and personalization.I enjoy participating in various company communities. I am a co-chair of our Women Of Optimizely group with over 200 members hosting sessions and fostering a safe space. I was the co-chair of the "Young Optimizers" ERG where we helped support and encourage early talent to advance their skills and network within the company. I also work with an amazing team to plan various events for our Minneapolis based employees.Prior to overseeing a team I managed our largest customer accounts and act as their advocate for product feedback, lead QBRs and ensure they are successful while assisting Finance with renewals. I focused on renewal goals by providing tailored recommendations and solutions based on the customer's needs and KPIs. I have also earned the 2021 President's Achiever's Club award for my outstanding performance and customer satisfaction. My core competencies include Account Management, Leadership, Mentorship, B2B Sales, Lead Generation, Renewal Forecasting, Presentations, Personalization, Web Experimentation, Feature Management, Project Management, Accessibility, SEO, Analytics, Quality Assurance, and GDPR.In my free time you can find me traveling frequently, trying new restaurants or at a coffee shop on the weekends reading a book.
Optimizely
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Manager Of Customer SuccessOptimizely Nov 2023 - PresentNew York, New York, UsI manage a team of 8 Customer Success Managers, providing leadership, mentorship, and strategic direction to ensure customer satisfaction and business growth.I oversee the performance and professional development of CSMs by setting goals, monitoring progress, and providing regular feedback and coaching.Over the past few years I've implemented and refined processes to enhance team efficiency and client engagement, with the focus on improving customer retention and satisfaction scores.I also collaborate often with cross-functional teams, including Sales, Product, and Marketing, to align customer success strategies with overall business objectives and drive growth. Skills:Team Leadership, Customer Success Strategy, Performance Management, Process Improvement, Cross-functional Collaboration, Strategic Planning, Customer Retention, Business Growth, Employee Development, Salesforce, Gainsight, Highspot, Jira, Zendesk, Microsoft Suite, Slack, PowerBI, Clari.
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Strategic Customer Success Manager - EnterpriseOptimizely Jun 2023 - Nov 2023New York, New York, UsOversaw our largest, highest-paying enterprise clients, ensuring they received maximum value from Optimizely’s platform and services.Developed and maintained strategic relationships with key stakeholders within enterprise accounts to drive product adoption and customer satisfaction.Conducted in-depth analyses of client needs and provided tailored solutions to enhance their digital experience and experimentation capabilities.Worked closely with Product and Development teams to relay client feedback and influence product roadmap decisions, ensuring alignment with enterprise customer requirements.Led initiatives to improve service delivery and client engagement for enterprise clients, resulting in increased retention and upsell opportunities.
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Senior Customer Success ManagerOptimizely Mar 2022 - Jul 2023New York, New York, UsOptimizely provides a digital experience platform software as a service from A/B testing and multivariate testing tools, website personalization, and feature toggle capabilities, along with web content management and digital commerce.Was the Co-Chair of the Young Optimizers ERG: Supported and encouraged early talent development through connection, networking, collaboration, and discussion, serving as a network and resource for employees early in their careers.Managed key accounts, including some of the company’s largest logos, acting as their advocate for product feedback, facilitating meetings with Sales for clients interested in additional products or services, and collaborating with Enablement/Services teams to ensure smooth onboarding processes.Skills:Customer Retention, Jira, Zendesk, Strategy, Quarterly Reviews, Customer Experience Management, Customer Relationship Management (CRM), Optimizely, Salesforce.com, Gainsight, Highspot, Slack, Zoom, Microsoft Outlook, Business Expansion, Customer Value, Succession Planning, Retention Management
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Customer Success ManagerOptimizely Jan 2021 - Mar 2022New York, New York, Us2021 President's Achiever's Club! 1 CSM awarded from North America Region.Achieved 100% renewal goals in Q1, Q2, Q3, and Q4 by providing strategic recommendations to help customers maximize the value of the platform and achieve their website experimentation goals.Managed 25 high-touch clients throughout the customer lifecycle by conducting Quarterly Business Reviews (QBRs) and regular cadence meetings, and coordinating with Solutions Architects, Tech Support Engineers, and Strategy Consultants based on customer needs.Collaborated with C-level Leaders to develop the Customer Success Handbook, platform migration documentation, CRM training resources, and improve the onboarding process for new hires in HighSpot.Tools used:Salesforce, Gainsight, HighSpot, Jira, Zendesk, Microsoft Suite, PowerBI, Chartio, Looker, Slack, Okta, LinkedIn Sales Navigator, Sharepoint, Aha
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Customer Success ManagerSiteimprove Apr 2018 - Jan 2021Bloomington, Minnesota, UsSiteimprove's Content Suite helps web teams better manage and maintain their websites through Quality Assurance, Web Accessibility, Analytics, SEO, Policy, Response time, Web Security, Data Privacy/GDPR, and Site Performance all in one tool. Siteimprove is ranked one of the Top 100 Software Companies of 2020 according to The Software Report and is in the Top 150 best Workplaces in Minnesota according to the Star Tribune.We have proudly partnered with more than 7,000+ organizations worldwide to help them measure what matters, drive accountability, know where errors are and give their users the web experience they deserve.•Managed over $3-4 million in annual recurring revenue for our premium and enterprise SaaS accounts by focusing on onboarding, ongoing training, creating KPIs, implementation and success planning.•Collaborate with sales team on upsells that support our Partners’ needs by relationship building and staying on target with platform adoption. This resulted in the top upsells entered and closed on the team.•Accountable for training and providing the appropriate webinars during the lifecycle.•Resolved a challenging project plan by working with our Technical Engineers and kept consistent communication with stakeholders during the process. •Created custom Dashboards for customers to help them understand how users are interacting with their website during the pandemic and what KPIs to measure. -
Account ExecutiveSiteimprove Mar 2016 - Mar 2018Bloomington, Minnesota, UsWorked with organizations ensure that web teams have a better process in place that will help save them time managing their website errors and web presence to provide a better web experience for their users. Hit 126% sales quota. Specialized in new business development for organizations looking to improve their website challenges in Accessibility, Analytics, SEO, Quality Assurance, Performance, Web Security and GDPR. • Surpassed sales quota by generating over $400,000 within 2 years.• Partnered with 5 Business Development Reps to help book quality demos.
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Senior Business Development ExecutiveSiteimprove Jan 2016 - Feb 2016Bloomington, Minnesota, UsGenerated over $200,000 for Government Vertical (State and Federal agencies).Handle incoming calls/emails from customers or prospects with the intent of introducing Siteimprove SaaS products and services to qualify interest and purchase potential (Quality Assurance, SEO, Accessibility, Response, Policy, Analytics).Maintain inquiries generated by marketing campaigns and/or trade show events. Prospect and qualify leads and contacts is rewarding when I am able to establish initial customer relationships and determine possible needs for, or interest in Siteimprove. I enjoy figuring out ways our tool can help every web team out there, whether it's during a redesign or daily website maintenance. Keep current on product features, advantages, benefits, and what each government agency is going through, to provide the best customer service possible to Federal, State, Cities and Counties based on their needs/wants.
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Business Development ExecutiveSiteimprove Dec 2014 - Dec 2015Bloomington, Minnesota, Us- I handle incoming calls/emails from customers or prospects with the intent of introducing Siteimprove SaaS products and services to qualify interest and purchase potential. - Continue follow ups and maintain inquiries generated by marketing campaigns and/or trade show events. -Worked with the Human Resources team at a recruitment event to promote Siteimprove and open job opportunities to St. Catherine University students. - Prospect and qualify leads and contacts is rewarding when I am able to establish initial customer relationships and determine possible needs for, or interest in Siteimprove.- Work with the Government Vertical to make sure we work together to exceed our sales goals.- Keep current on product features, advantages, benefits, and what each government agency is going through, to provide the best customer service possible to Federal, State, Cities and Counties based on their needs/wants.
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Advertising Review InternBetter Business Bureau Sep 2014 - Dec 2014Arlington, Virginia, UsWithin the project, duties are in the areas of:Industry review and researchParticipation in investigations for secret-shoppingsActive engagement in the advertising review programContact development/relationship buildingPromotion and enhancement planning for department services and eventsVolunteering at the 2014 Torch Awards for Ethics Write press releases and newsletters Special project in researching the Home Care Industry -
Special Education ParaprofessionalBloomington Public Schools Jun 2014 - Jun 2014My responsibilities are to assist the teacher, follow plans and directions, as well as demonstrate communication skills, patience, and flexibility. I also have the willingness to work with and show respect for students with special needs. -
Sales AssociateExpress Nov 2013 - Feb 2014Columbus, Oh, UsExpress hires talented, passionate and fashion-eager individuals with interests as diverse as their personalities. Sales associates provide a positive customer experience by offering assistance when needed, ensure product is on the floor and sized appropriately, and ensure all customers have a quick and efficient cash wrap experience. This position performs additional tasks, including stocking, cleaning and folding merchandise, to support strong store operational execution. -
Sales AssociatePacsun May 2012 - Oct 2013Anaheim, Ca, UsI have product knowledge and assist customers during their shopping experience. I have strong customer service skills that help the company with retaining long-term customer relationships. I also manage cash the register as well as restocking the inventory by training other sales associates how to properly complete shipment.
Sarah Ager Skills
Sarah Ager Education Details
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St. Catherine UniversityMarketing & Management -
St. Catherine UniversityGeneral
Frequently Asked Questions about Sarah Ager
What company does Sarah Ager work for?
Sarah Ager works for Optimizely
What is Sarah Ager's role at the current company?
Sarah Ager's current role is Manager of Customer Success at Optimizely | Driving Customer Satisfaction and Retention through Strategic Leadership.
What is Sarah Ager's email address?
Sarah Ager's email address is sc****@****ove.com
What schools did Sarah Ager attend?
Sarah Ager attended St. Catherine University, St. Catherine University.
What are some of Sarah Ager's interests?
Sarah Ager has interest in Photoshop, Building Community, Networking, See 6, Customer Satisfaction, Public Relations, Video Production, Marketing, Traveling, Personal Selling.
What skills is Sarah Ager known for?
Sarah Ager has skills like Photoshop, Digital Photography, Digital Marketing, Illustrator, Communication, Social Media Marketing, Social Networking, Sales, Retail, Customer Service, Customer Satisfaction, Event Planning.
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