Head of Customer Success

3 weeks ago

Sydney, New South Wales, Australia Dotdigital Full time
About Us

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.

The Role

We're seeking a highly knowledgeable and experienced B2B SaaS Customer Success team leader to drive the growth of our APAC customer revenues and retention. As a strategic position, you'll direct and lead the APAC Customer Success team, ensuring continued revenue growth and customer retention.

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.
  • 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 team.
  • 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.
Requirements
  • 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 of experience.
  • Experience leading CS teams within digital technology and service solutions with Email Service Providers, Mar Tech, Ad Tech, SaaS vendors, e-commerce platforms, system integrators, and/or related agency ecosystems.
  • Excellent oral, written, and interpersonal skills.
  • Solutions-driven and ability to mitigate client escalations.
What We Offer
  • Parental leave
  • Medical benefits
  • Paid sick leave
  • Dotdigital day
  • Wellbeing reward
  • Wellbeing Days
  • Loyalty reward
Equal Opportunities Employer

We are committed to equality in all our practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application, please don't hesitate to contact us and advise us how we can best support you.

  • Head of Customer Success

    3 weeks ago

    Sydney, New South Wales, Australia Alayacare Full time

    Job Title: Head of Account ManagementAlayaCare is seeking an experienced leader to head our Account Management team. As a seasoned professional, you will be responsible for driving customer success and retention in the aged and disability care industries.We are a fast-growing scale-up with a presence in Australia, Canada, and the United States,...

  • Head of Customer Success

    2 weeks ago

    Sydney, New South Wales, Australia Alayacare Full time

    About AlayaCareAlayaCare is a fast-growing scale-up with a presence in Australia, Canada, and the United States, revolutionizing the way aged and disability care is delivered. Our software offers a complete technology solution for residential and community care organizations.Job SummaryWe are seeking a seasoned leader to join our team as the Head of Account...

  • Head of Client Success

    2 days ago

    Sydney, New South Wales, Australia ADAPT Ventures Pty Ltd Full time

    About the RoleThe Head of Client Success will be responsible for driving the performance of the Client Success Team, providing exemplary service to our executive client base in the ANZ market. This role requires a strong executive presence, intrinsic drive, and natural curiosity, with a desire to make a difference and over deliver on promises and customer...

  • Head of Customer Success

    1 month ago

    Sydney, New South Wales, Australia Dotdigital Full time

    About UsAt 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...

  • Head of Customer Success

    4 weeks ago

    Sydney, New South Wales, Australia Dotdigital Full time

    About UsAt 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...

  • Head of Customer Success

    3 weeks ago

    Sydney, New South Wales, Australia Dotdigital Full time

    About UsAt 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...

  • Head of Customer Success

    4 weeks ago

    Sydney, New South Wales, Australia Dotdigital Full time

    About UsAt 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...

  • Customer Success Manager Advertising

    4 weeks ago

    Sydney, New South Wales, Australia ACCS - ARES Customer Care Solutions GmbH Full time

    Remote Customer Success Manager Advertising Job DescriptionThis is a remote, work-from-home position. We are seeking a remote Customer Success Manager Advertising to join our client's team in Australia.Key Responsibilities:Manage multiple projects with minimal supervision.Strong attention to detail and organizational skills.Technically savvy in digital...

  • Customer Success Manager Advertising

    1 month ago

    Sydney, New South Wales, Australia ACCS - ARES Customer Care Solutions GmbH Full time

    Remote Customer Success Manager Advertising Job DescriptionThis is a remote, work-from-home position. We are seeking a remote Customer Success Manager Advertising to join our team in Australia.Key Responsibilities:Manage multiple projects with minimal supervision.Strong attention to detail and organizational skills.Technically savvy in digital marketing...

  • Head of Enterprise Client Success

    3 weeks ago

    Sydney, New South Wales, Australia Rewardgateway Full time

    Unlock Your Potential as a Head of Enterprise Client SuccessJoin Reward Gateway, a leading digital platform and global market leader in benefits and employee engagement, as we embark on a mission to 'Make the World a Better Place to Work'. We're seeking an exceptional Head of Enterprise Client Success to lead our APAC team and drive client advocacy, loyalty,...

  • Head of Enterprise Client Success

    3 weeks ago

    Sydney, New South Wales, Australia Rewardgateway Full time

    Unlock Your Potential as a Head of Enterprise Client SuccessJoin Reward Gateway, a leading digital platform and global market leader in benefits and employee engagement, as we embark on a mission to 'Make the World a Better Place to Work'. We're seeking an exceptional Head of Enterprise Client Success to lead our APAC team and drive client advocacy, loyalty,...

  • Head of Enterprise Client Success

    4 weeks ago

    Sydney, New South Wales, Australia Rewardgateway Full time

    Job DescriptionReward Gateway, a leading digital platform and global market leader in benefits and employee engagement, is seeking a highly skilled Head of Enterprise Client Success to join our APAC leadership team.This is a unique opportunity to lead a high-performing Client Success team and drive strategic growth in the APAC region. As a key member of our...

  • Customer Success Manager Branding Specialist

    1 month ago

    Sydney, New South Wales, Australia ACCS - ARES Customer Care Solutions GmbH Full time

    Customer Success Manager Branding Job DescriptionThis is a remote, work-from-home position. We are seeking a remote Customer Success Manager Branding to join our team in Australia.Key Responsibilities:Manage multiple projects with strong attention to detail and organizational skills.Develop and maintain strong relationships with clients through excellent...

  • Customer Success Manager

    3 weeks ago

    Sydney, New South Wales, Australia Education Perfect Full time

    About the RoleThis is a Customer Success Manager position with Education Perfect, a leading EdTech platform in Australia. As a key member of our team, you will drive product adoption and usage among purchasing schools, manage relationships, and ensure our clients maximise the value of their subscriptions.Key ResponsibilitiesDrive product adoption and usage...

  • Customer Success Manager

    1 month ago

    Sydney, New South Wales, Australia Education Perfect Full time

    {"title": "Customer Success Manager", "description": "About the RoleWe are seeking a highly skilled Customer Success Manager to join our team in Sydney. As a key member of our customer success team, you will be responsible for driving product adoption and usage among our purchasing schools, managing relationships, and ensuring our clients maximize the value...

  • Customer Success Manager

    1 month ago

    Sydney, New South Wales, Australia Education Perfect Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team in Sydney. As a key member of our customer success team, you will be responsible for driving product adoption and usage among our purchasing schools, managing relationships, and ensuring our clients maximize the value of their subscriptions.Key ResponsibilitiesDrive...

  • Head of Enterprise Client Success

    3 weeks ago

    Sydney, New South Wales, Australia Rewardgateway Full time

    Job DescriptionReward Gateway, a leading digital platform and global market leader in benefits and employee engagement, is seeking a highly skilled Head of Enterprise Client Success to join our APAC leadership team.This is a unique opportunity to lead a high-performing Client Success team and drive strategic growth and retention across our enterprise client...

  • Head of Enterprise Client Success

    1 week ago

    Sydney, New South Wales, Australia Rewardgateway Full time

    Transform Employee Experience with Reward GatewayJoin Reward Gateway, a global market leader in benefits and employee engagement, as we strive to make the world a better place to work. We're seeking an experienced Head of Enterprise Client Success to lead our APAC team and drive client advocacy and loyalty.Key Responsibilities:Strategically manage and lead...

  • Customer Success Manager

    3 weeks ago

    Sydney, New South Wales, Australia Education Perfect Full time

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team in Sydney. As a key member of our customer success team, you will be responsible for driving product adoption and usage among our purchasing schools, managing relationships, and ensuring our clients maximize the value of their subscriptions.Key ResponsibilitiesDrive...

  • Head of Customer Experience

    3 weeks ago

    Sydney, New South Wales, Australia The Law Society Of New South Wales Full time

    About the RoleThe Law Society of New South Wales is seeking a highly skilled and experienced Head of Customer Experience to join our team. As a key member of our leadership team, you will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with our organisational goals and values.You will lead the...