Head of Customer Success
4 weeks ago
At Dotdigital, we're a global community of passionate professionals dedicated to the collective success of our organization and 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.
We foster a collaborative environment that encourages knowledge sharing, exploration, and creative ideas, paving the way for meaningful connections and learning opportunities with diverse peers.
Our shared vision is to empower brands worldwide to exceed customer expectations through responsible marketing practices.
The ProductDotdigital is an all-in-one customer experience and data platform (CXDP) that enables marketing teams to deliver highly personalized cross-channel journeys.
With our platform, marketers can seamlessly unify, enrich, and segment customer data, breaking down data silos and streamlining decision-making.
We empower marketers to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more, making it easy to deliver customer engagement at scale.
About the RoleThis is an exciting opportunity to join a growing global brand with opportunities for personal and professional development.
You'll have the chance 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, requiring a highly knowledgeable and experienced B2B SaaS Customer Success team leader.
About YouYou'll be a strategic leader with a proven track record of delivering success in a region at this level, with a minimum of 8 years of experience in target-driven Customer Success and/or Account Management with team leadership roles.
Experience leading CS teams within digital technology and service solutions, including Email Service Providers, Mar Tech, Ad Tech, SaaS vendors, e-commerce platforms, system integrators, and/or related agency ecosystems, is essential.
You'll be adept at forming strong and trusted relationships with other departments to ensure our customers are happy and our business continues to grow, including Direct Sales, Product, Onboarding, Professional Service, Finance, Support, and external Partners.
Responsibilities- Manage 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 and 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.
- Work hands-on across our client base.
- Collaborate 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 maximized.
- 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.
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