Head of Customer Success

4 months ago

Sydney, Australia Dotdigital Full time

**Head of Customer Success**:
**About Us**:
The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

**About the Role**:
This is an opportunity to join a growing global brand with opportunities for personal and professional development. This role gives you the opportunity to drive the APAC Customer Success Department consisting of 7 experienced CSMs across Melbourne, Sydney and Singapore who service clients in 14 countries across Asia Pacific as well as 1 Community Lead driving advocacy within APAC. This is a targeted, commissioned role based on APAC team success.

**About You**:
You’ll be a highly knowledgeable, experienced B2B SaaS Customer Success team leader. This strategic position will direct and lead the growth of APAC customer revenues as well as retention of existing customers. You will set and manage the strategy for the APAC region ensuring the continued revenue growth and customer retention.
The role is hands on and you'll be working across our client base working alongside and supporting the rest of the team. A proven track record of delivering success in region at this level is essential.
You will be adept at forming strong and trusted relationships with other departments who ensure our customers are happy and our business continues to grow. This includes Direct Sales, as well as non-revenue departments such as Product, Onboarding, Professional Service, Finance, Support and a range of external Partners.

**Responsibilities**:

- Management of the APAC Customer Success team and be a respected team leader who can influence across the business.
- Define and deliver a strategy to retain customers & grow revenues for all APAC customers to exceed targets.
- Guide the Community Lead, APAC to formulate a community strategy to build loyalty and advocacy among customers, partners and prospects.
- Ensure our customers have a smooth customer journey as they progress from Sales to Customer Success via Onboarding.
- Working hands on across our client base.
- Work as one team with colleagues in Professional Services who deliver paid for services to our customers.
- Improve, document and define our Customer Success playbook to ensure revenue opportunities from existing customers are maximised.
- Ensure the timely and accurate revenue and churn forecasts for the APAC Customer Success team.
- Be a brand ambassador for Dotdigital at networking and partner events.
- Develop and maintain a deep knowledge of Dotdigital platform features, industry, pricing plans and service portfolio to ensure customers requirements are accurately met and sold.
- Keep accurate and up to date tracking of key departmental metrics including deal margin, deal velocity, churn reasons, NPS score, CSAT score etc
- Identify areas of improvement and training for the individuals in your teams. Provide mentoring to your team members as needed.
- Continually develop your marketing technology industry knowledge and keep an eye on competitors and their technology
- Be the face of our Customer Success team in the APAC and join our Direct Sales Teams in pitches when required.
- Work with Marketing to ensure our existing customers are informed, inspired and engaged by our marketing collateral and events.

**Skills and Experience**:

- Proven success in a target-driven Customer Success, and/or Account Management with team leadership role - meeting and exceeding the teams revenue targets with a minimum of 5 - 8 years experience.
- Excellent oral, written and interpersonal skills. Solutions-driven and ability to mitigate client escalations

**Interview Process**:

- 30 Minute Call with the People Success Team
- 1 Hour Interview with Regional Director of APAC
- 1 Hour Interview including case study and presentation
- Final 30 minute face to face with Senior Executive

**Some of Our Global Benefits**:

- Parental leave
- Medical benefits
- Paid sick leave
- Dotdigital day
- Wellbeing reward
- Wellbeing Days
- Loyalty reward

**DEI commitment**:

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