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 results-driven Customer Success Manager to join our team, focusing on our scale segment of customers. As a Customer Success Manager - Scale, you will leverage data and insights to provide relevant and timely assistance to our valued customers across our smaller revenue segment. With responsibility for retention, adoption and growth across your portfolio, your ability to interpret data into meaningful next best actions, leverage AI and plan orchestrated customer journeys will see you positively impact the portfolio. Coupled of course, with your direct engagement with key customers where you will build trust and credibility. You will leverage 1:many initiatives including our Community program with regular Masterclasses, webinars and roundtables connecting like-minded customers, providing valued touchpoints across your customers’ lifecycle. You will engage cross functionally with Sales, Marketing, Product, Support Partnerships, Finance and Legal and enjoy working as part of a collaborative, high performing Customer Success team.

We are looking for applicants with proven experience in a fast paced environment where your ability to multi-task and prioritise a volume of competing requests has seen you succeed. Ideally a SaaS background with 1-2 years’ experience; a background in email marketing, e-commerce or digital marketing highly desired.

As a Customer Success Manager, you will:

• Manage the customer journey across the portfolio of customers, 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 leverage data to identify early signs of risk and proactively work cross functionally and with your manager to mitigate churn.
• Create, identify and qualify revenue opportunities by identifying your customers’ immediate and future business needs.
• Provide high levels of customer service via 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.
• Continually develop your industry and platform knowledge and demonstrate commercial understanding.

Requirements:

• Must have a minimum of 1-2 years’ experience in fast paced environments; SaaS or relevant experience within the sector (email marketing or e-commerce is desirable).
• Able to multitask, prioritise, and manage time efficiently
• Experience with, or willingness to develop and own scaling 1:many initiatives across the portfolio
• Commercial nous with the ability to influence and negotiate and close renewal and upsell/cross sell contracts
• Goal-oriented, organised and efficient.
• 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 situational interview with the Head of Customer Success and members of Customer Success 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.