Customer Success Manager, Dotdigital
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Omnichannel marketing automation platform
Be an early applicant
Omnichannel marketing automation platform
201-500 employees
Be an early applicant
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 thousands+ 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
- Wellbeing reward
- Paid Sick Leave
- Healthcare
- Medical Cashplan
- Paid Eye Tests
- Annual performance bonus or commission plan
- Loyalty reward
- Employee of the year
- Dotdollars rewards
- Referral schemes
- ShareBuy and ShareReward Schemes
- Dotdigital day
- Enhanced parental leave
- Volunteering
- Christmas holiday closedown
Company HQ
London, UK
Leadership
Simon Bird
(Co-Founder)Previously studied Computer Science at Royal Holloway, University of London. Co-Founded Dotdigital after graduating in 1999.
Tink Taylor
(Co-Founder & President)Since co-founding Dotdigital, became an Email Marketing Council Member for DMA in 2006 for 15 years. They have also been an E-communications Council Member for 6 years at IAB.
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