Customer Success Executive, Dotdigital
Office located in London Bridge, UK
Omnichannel marketing automation platform
Job no longer available
Omnichannel marketing automation platform
201-500 employees
Job no longer available
Office located in London Bridge, UK
201-500 employees
Company mission
To empower marketers to achieve their goals in faster and smarter ways.
Role
Who you are
- Fresh graduate (a university degree is desirable but not necessary) or 1-2 years of administration experience ideally within the SAAS or technology industry
- Great communication skills, oral and written
- Tech-savvy and passionate about technology solutions
- Very organised and process-driven; capable of multi-tasking and time management - Motivated and positive
- A true ‘people person’ with an awesome approach to customer service
- Very organised and process-driven, capable of multi-tasking and time management. - Experience of working with Microsoft Dynamic CRM is desirable
- Previous experience with Marketing Tech, CRM and/or related technologies is desirable
What the job involves
- We’re looking for a Customer Success Executive to join a growing global brand with opportunities for personal and professional development
- You’ll be organised and driven and must have a fantastic customer focused approach
- This is a non-targeted, non-commissioned role
- You will be providing pro-active strategic support and advice, for non-revenue generating customer work
- You’ll be helping our customers get maximum benefit from our platform, leading feature adoption and building customer advocacy
- You will assist our Customer Success Team with some of their tasks handling some aspects of the projects, communications and administrative functions on their behalf
- As such you’ll need to be a natural communicator able to articulate yourself well both verbally and in written form
- You will pass any customer retention and growth opportunities to the account owners
- You’ll ensure essential processes run smoothly for the customer by working closely with colleagues across the business in Sales, Professional Service, Finance and Support
- You will be answering technical questions and handling objections, so while a background in email marketing automation is not essential, an awareness of its principles is beneficial
- You will report to the Customer Success Team Manager
- Day to day support for customers and internal teams via our ticketing system (Zendesk), Livechat and phone
- Identify opportunities that will drive customer retention and growth and pass to Customer Success Managers
- Provide pro-active support to customers wanting to increase their use of our platform to achieve their marketing goal
- Assist customers with any account and contract related queries
- Assist the Customer Success Teams with the on-boarding phase and the full client life cycle
- Take ownership of tickets transferred from our Product Support Team
- Respond to requests relating to the management of their account and uptake of professional services
- Develop and maintain a good knowledge of dotdigital platform features, industry best practice, pricing plans and service portfolio to ensure customers requirements are accurately met
- Follow up with customers who complete our feedback survey
- Encourage customers to post NPS and/or CSAT scores, and ultimately co-create case studies
Application process
- 15min Screening Call with Team Talent
- First stage 1 hour interview with Customer Success Team Manager
- Final stage 1 hour interview with Customer Success Team Manager and Head of Customer Success
Salary benchmarks
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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