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Head of Customer Success

2 months ago

Sydney, New South Wales, Australia Dotdigital Full time
{"title": "Customer Success Leadership Opportunity", "subtitle": "Drive Revenue Growth and Customer Retention in APAC", "content": "

At Dotdigital, we're seeking a seasoned Customer Success leader to drive revenue growth and customer retention in the Asia Pacific region. As a key member of our APAC team, you'll be responsible for leading a team of experienced Customer Success Managers and driving the strategy for the region.

With a proven track record of delivering success in region at this level, 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. Your expertise in digital technology and service solutions will be invaluable in driving the growth of APAC customer revenues and retention of existing customers.

Key responsibilities will include defining and delivering a strategy to retain customers and grow revenues for all APAC customers, guiding the Community Lead, APAC to formulate a community strategy to build loyalty and advocacy among customers, partners, and prospects, and ensuring our customers have a smooth customer journey as they progress from Sales to Customer Success via Onboarding.

We're looking for a solutions-driven and able to mitigate client escalations, with excellent oral, written, and interpersonal skills. If you have a passion for customer success and a proven track record of delivering success in region at this level, we'd love to hear from you.

Some of the benefits of working with us include parental leave, medical benefits, paid sick leave, Dotdigital day, wellbeing reward, wellbeing days, and loyalty reward.

We're an equal opportunities employer 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.

", "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 experience.
  • Experience leading CS teams within digital technology and service solutions with Email Service Providers, Mar Tech, Ad Tech, SaaS vendors, ecommerce platforms, system integrators, and/or related agency ecosystems.
  • Excellent oral, written, and interpersonal skills.
  • Solutions-driven and ability to mitigate client escalations.
", "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
", "benefits": "
  • Parental leave
  • Medical benefits
  • Paid sick leave
  • Dotdigital day
  • Wellbeing reward
  • Wellbeing Days
  • Loyalty reward
", "commitment": "

We're an equal opportunities employer 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.

", "lang_code": "en-US"}