Customer Success Manager

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.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

We are looking for a dynamic and results-driven Customer Success Manager to join our team at Dotdigital As a Customer Success Manager, you will be responsible for developing and executing strategies to drive revenue growth and ensure customer success for our top-tier clients.

This role provides leadership in post-sales customer activity, with responsibility for customer retention, success, and growth, while strengthening the overall relationship with existing customers. The Customer Success Manager will deliver against financial targets, focusing on expansion within existing accounts of an established client base as well as assisting in the acquisition of new accounts through their customer's advocacy.

We are looking for applicants with a SaaS background (e.g. Email Service Providers, ecommerce platforms and System Integrators, CRM etc.) and at least 3-5 years' experience, with a consultative approach, listening and understanding where Dotdigital can help their customers' business, coupled with commercial negotiating skill. You will be answering both platform and strategic queries to ensure your customers realise value from their investment in Dotdigital's solutions. A background in email marketing, e-commerce or digital marketing is preferred.

As a Customer Success Manager, you will:

• Manage the customer journey across a portfolio of clients, from post onboarding through to renewal and expansion, with an active pipeline and conversion of upsell and cross sell opportunities.
• You'll be targeted on renewal, retention, and key objectives with a focus on driving strong adoption of platform features and functionality and strengthening customer advocacy.
• You will develop strategic account plans and stakeholder mapping for key accounts in your portfolio.
• Create, identify and qualify revenue opportunities by maintaining regular contact with your customers and aligning our solutions to your customers' immediate and future business needs.
• Proactively identify signs of risk across your customers and proactively mitigate churn.
• Provide the highest levels of customer service via in person face to face meetings, delivery of business reviews and strategic renewal proposals; as well as day to day responsiveness and acting as the customer's champion within Dotdigital.
• Collaborate with other teams including Support, Professional Services, Product, Sales and Partnerships.
• Collaborate with, and contribute to, the strong culture within the existing Customer Success team, sharing learnings and insights with team members and actively contributing during weekly team meetings.
• Maintain accurate and up to date records in our CRM system.
• Maintain a high degree of account management and control.
• Continually develop your industry and platform knowledge and demonstrate commercial understanding.

Requirements:

• Must have a minimum of 3-5 years proven success in SaaS customer success managing high value, strategic accounts or relevant experience within the tech sector (email marketing or e-commerce is desirable).
• Experience managing accounts throughout the full life cycle.
• Able to multitask, prioritise, and manage time efficiently
• Goal-oriented, organised and efficient.
• Encouraging to team and staff; able to mentor and lead.
• Experience in identifying customer needs and aligning desired outcomes with solutions, quantifying ROI for customers.
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
• Skilled in problem-solving and negotiation to maximise growth and minimise churn
• Strong written/verbal communication skills.
• Confident presentation skills and willingness to present in customer and/or industry events both in person and virtual.

Why Us

Don't just take our word for it - hear what your future colleagues have to say about working in our team:

"As a CSD I was given the responsibility to manage, grow and retain mid-enterprise level clients. This is an exciting role which allowed me to develop my commercial skills, presentation skills and improve my stakeholder management. You are given lots more responsibility within the CS team and are also able to be part of the clients strategic planning processes, bringing insightful perspectives and data-driven recommendations to the table. The CS team provides lots of support and guidance to ensure you and your clients are successfully planning for the future."

Interview Process

• 15min Screening Call with People Success
• First interview with the Head of Customer Success
• Final interview with the Head of Customer Success and Leadership Team

Some of Our Global Benefits

• Parental leave
• Paid sick leave
• Dotdigital day
• Share reward
• Wellbeing reward
• Wellbeing Days
• Loyalty reward

DEI commitment: As an equal opportunities employer, we are committed to equality in all its 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 then please don't hesitate to contact us and advise us how we can best support you.

Legal statement: No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.

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