Customer Success Manager, Dotdigital
Plus share reward
Omnichannel marketing automation platform
Open for applications
Omnichannel marketing automation platform
201-500 employees
Open for applications
Plus share reward
201-500 employees
Company mission
To empower marketers to achieve their goals in faster and smarter ways.
Role
Who you are
- We are looking for applicants with a SaaS background (e.g. Email Service Providers, ecommerce platforms and System Integrators, CRM etc.) and 3-5 years’ experience, with a consultative approach, listening and understanding where Dotdigital can help their business, coupled with negotiating skill
- A background in email marketing, e-commerce, SMS and MMS, or digital marketing is preferential
- Must have a minimum of 2-3 years managing a client portfolio
- Proven experience in key account management, 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, prioritize, and manage time efficiently
- Proven record of delivering positive net churn
- Goal-oriented, organized, and efficient
- Encouraging to team and staff; able to mentor and lead
- Experience in understanding customer needs and providing solutions accordingly for growth
- Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
- Skilled in problem-solving and negotiation to maximize growth and minimize churn
- Strong written/verbal communication skills
- Ability to present in masterclass-type events both in person and virtual to customers
- Leverage social media to strengthen customer relationships and grow our brand presence
What the job involves
- 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
- You will be answering both platform and strategic queries and handling objections
- Manage the sales cycle across a portfolio of clients, with an active sales pipeline
- You’ll be targeted on renewal, retention, and key customer objectives with a focus on advocacy
- Create, identify, and qualify selling opportunities by maintaining regular contact with your clients
- Grow the accounts in your client portfolio through cross-and-up-selling
- Retain your customers by ensuring strong feature and channel adoption
- Provide the highest levels of customer service
- Deliver against your sales targets and pipeline commitments
- Collaborate with other teams including Support, Product Development, Professional Services, Sales and Partnerships
- Maintain accurate and up to date records in our CRM system
- Maintain a high degree of account management and control
- Continually develop your industry knowledge and demonstrate commercial understanding
- Develop strategic growth plans for key accounts in your portfolio
Application process
- 15min Screening Call with Team Talent
- 30 minute call with Director of Customer Success & Professional Services
- 1 hr task round with Customer Success teammates + Director of Customer Success & Professional Services
- 30 minute call with General Manager
Our take
Dotdigital builds an omnichannel marketing solution for B2C, B2B, and NFP marketers. The company serves thousand's of brands around the globe, counting British Airways, Royal Aeronautical Society, Barbour, Accolade Wines, and City & Guilds among its clients.
Marketers using Dotdigital can create hyper-targeted marketing campaigns that increase businesses' marketing ROI, boosts sales revenue and attracts more qualified leads. What's more, Dotdigital sets itself apart by being the world’s first carbon-neutral marketing automation platform.
Dotdigital's main priority is developing new data-driven digital marketing features in order to increase its customer base. New product launches and strategic investments are key to the company's continued growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Company benefits
- Parental leave: Having a child is one of the biggest moments of your life and whether you’re a mum or dad, we understand the importance the time off work gives you to bond with your family. That’s why we offer an enhanced paternity, maternity and adoption leave policy for new parents.
- Medical cover: We offer medical insurance in all our global locations for our employees to feel reassured and offer options to look after their health and feel supported.
- Paid sick leave: When you’re unwell, you don’t want the added worry of whether you’re going to be paid for time off. That’s why we offer a company paid sick leave policy to support you when you need it.
- Dotdigital day: On top of your annual leave allowance and the holiday closedown period, we give you an extra day’s paid leave per year to use as you wish. It could be a day off on your birthday or a family birthday, a day to move house, or an opportunity to take advantage of the sunny weather!
- Share reward: Those who qualify may be granted a number of share options at no cost to themselves with the option to exercise these shares in the future.
- Wellbeing reward: Everyone has different ways of keeping themselves happy and healthy – the wellbeing reward is a flexible benefit that you can use towards an activity, hobby or membership.
- MyPossibleSelf: We recognise the importance of having on hand mental health and wellbeing support when you need it most. That is why we have a MyPossibleSelf wellbeing app membership for all Dotdigital employees.
- Wellbeing Days: As part of our continued support of employee wellbeing we want to provide you with time to support family, dependents, yourselves, and worthy causes.
- Loyalty reward: We’re proud to have employees who’ve been with the company since day dot and we believe loyalty is definitely something worth celebrating. So, for your first 5 years of service, and every additional 5 years’ service beyond that, have dinner and drinks on us.
- Specific policies to support our employees: There may be times where your personal circumstances can be challenging and mean you require some additional support from us. That is why we have internal policies on Bereavement, Babyloss, Menopause and Fertility Support to ensure you feel supported during this time.
Company HQ
London, UK
Leadership
Milan Patel
(CEO)Milan joined Dotdigital in 2007 as a Group Financial Controller, since then he has held a number of roles and moved into the role of CEO in 2016.
Tom Mullan
(CFO)Prior to joining Dotdigital in 2025, Tom was CFO at Gresham Tech for over 6 years. He was also the CFO at Fadata Group. Director of Commercial FInance (EMEA) at Guidewire Software, and Manager at Ernst & Young.
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