Senior 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

Your responsibilities will include developing strong relationships with customers, connecting with key business executives and stakeholders, and preparing Customer Success Plans (CSPs). Customer Success Managers also answer client queries and identify new business opportunities among existing customers. You will also be targeted and responsible for securing the renewal of your customers.
In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience and ensure clients derive maximum value from our services.

If you’re a result-driven individual with a passion for building long-term client relationships in a fast-paced SaaS environment, we’d like to meet you. Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas.
Ultimately, a successful candidate should collaborate with multiple teams to achieve quotas while keeping our clients satisfied and engaged with our products and services, ensuring their happiness, success & renewal in the long run.

About You

1. Serve as the primary relationship owner for an assigned group of high-value client accounts with responsibility for retention and growth.
2. Ensure clients derive maximum value from our services.
3. Drive client retention, renewals, upsells, and client satisfaction.
4. Deliver CSPs to clients, highlighting their successes and areas for development & improvement with the platform.
5. Prepare regular reports of progress and forecasts to internal and external stakeholders.
6. Expand relationships with clients by continuously proposing solutions that meet their objectives.
7. Build excellent internal relationships with all departments to scope out and deliver projects to drive customer success.
8. Manage the client relationship through onboarding and the full client lifecycle.
9. Be a solutions expert, working with other internal teams to ensure knowledge of the platform and services we deliver is strong.
10. Monitor client account activity to ensure the client is performing to their KPIs.
11. Ensure customer satisfaction by investigating and resolving issues in a timely manner, escalating to Support or other internal teams.

Requirements:

1. Must have a minimum of 3 years managing a client portfolio.
2. Experience managing accounts throughout the full life cycle.
3. A consultative approach to client relationships.
4. Proven success in a target-driven client-facing role.
5. Working knowledge and experience with contracts and contract negotiations.
6. Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
7. Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.
8. Goal-oriented, organized team player.
9. Experience in sales and providing solutions based on customer needs.
10. Experience in the email marketing industry highly desirable.

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

1. 15min Screening Call with Team Talent
2. First interview with the Head of Customer Success
3. Final interview with the EMEA Director of Customer Success

Some of Our Global Benefits

1. Parental leave
2. Medical benefits
3. Paid sick leave
4. Dotdigital day
5. Share reward
6. Wellbeing reward
7. Wellbeing Days
8. 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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