Customer Success Manager

🕒 January 14

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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Dotdigital

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1999

☁️ SaaS

SaaS • Marketing

Dotdigital is a marketing automation platform, established over 20 years ago, that helps brands improve their marketing engagement using innovative tools to achieve seamless and relevant customer connections. With over 400 employees worldwide, Dotdigital serves mid-market and enterprise companies across various industries, emphasizing responsible marketing and sustainability. The company is recognized as the world's first carbon-neutral marketing automation platform with certifications in ISO14001, ISO 27701, and ISO27001. Dotdigital is committed to diversity and inclusion, and actively supports initiatives for green practices, employee wellbeing, and women empowerment in the tech industry.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Parental leave • Medical benefits • Paid sick leave • Dotdigital day • Share reward • Wellbeing reward • Wellbeing Days • Loyalty reward • DEI commitment