Customer Success Manager

Dotdigital is a global community committed to innovation and client success. They are seeking a dynamic Customer Success Manager who will drive revenue growth and ensure customer success for top-tier clients by managing customer relationships and delivering against financial targets.

Responsibilities:

• 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:

• 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
• SaaS background (e.g. Email Service Providers, ecommerce platforms and System Integrators, CRM etc.)
• 3-5 years' experience with a consultative approach, listening and understanding where Dotdigital can help their business, coupled with negotiating skill
• Background in email marketing, e-commerce, SMS and MMS, or digital marketing