Senior Customer Success Manager Customer Success · Manchester, South Africa ·

dotdigital; Manchester; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An exciting opportunity awaits for a proactive Senior Customer Success Manager at a forward-thinking company. In this dynamic role, you will manage a diverse client portfolio, ensuring they receive maximum value from innovative services. Your expertise in building strong relationships and understanding client needs will drive retention and growth. Collaborating with cross-functional teams, you will enhance the customer experience, ensuring satisfaction and success. If you're results-driven and passionate about client engagement in a fast-paced SaaS environment, this role is perfect for you.

Benefits

Parental leave

Medical benefits

Paid sick leave

Dotdigital day

Share reward

Wellbeing reward

Wellbeing Days

Loyalty reward

Qualifications

• Minimum 2 years managing a client portfolio with a focus on retention and growth.
• Experience in the email marketing industry is preferred.

Responsibilities

• Manage client accounts ensuring satisfaction and retention.
• Prepare Customer Success Plans and regular progress reports.
• Collaborate with internal teams to enhance customer experience.

Skills

Client Relationship Management

Sales Skills

Contract Negotiation

Problem Solving

Communication Skills

Job description

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

The Product: Dotdigital is an all-in-one customer experience and data platform (CXDP) that empowers marketing teams to exceed customer expectations with highly personalized cross-channel journeys. With Dotdigital, marketers can seamlessly unify, enrich, and segment customer data. Breaking down data silos, Dotdigital streamlines decision-making and paves the way for marketing creativity that delivers customer engagement at scale. With powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, WhatsApp, chat, push, social, ads, and more.

About the Role

We have an exciting opportunity for an energetic, proactive Senior Customer Success Manager to join our fantastic team. The successful candidate will be managing a client base of both Commerce and Engagement clients. Your responsibilities will include developing strong relationships with customers, connecting with key business executives and stakeholders, and preparing Customer Success Plans (CSPs) as appropriate. Senior Customer Success Managers also answer client queries and identify new business opportunities among existing customers. You will also be targeted on and responsible for securing the renewal of your customers.

In this role, you will liaise with cross-functional internal teams (including Customer Service and Product Development departments) to improve the entire customer experience and ensure clients derive maximum value from our services. If you’re a result driven individual with a passion for building long term client relationships in a fast-paced SaaS environment, we’d like to meet you. Ideally, candidates for this role will know how to meet ambitious individual and team-wide sales quotas. Ultimately, a successful candidate should collaborate with multiple teams to achieve quotas while keeping our clients satisfied and engaged with our products and services, ensuring their happiness, success & renewal in the long run.

As a Senior Customer Success Manager, you will:

• Serve as the primary relationship owner for an assigned group of mid-market client accounts with responsibility for retention and growth.
• Ensure clients derive maximum value from our services.
• Drive client retention, renewals, upsells and client satisfaction.
• Deliver CSPs to clients when appropriate, highlighting their successes and areas for development & improvement with the platform.
• Prepare regular reports of progress and forecasts to internal and external stakeholders.
• Expand relationships with clients by continuously proposing solutions that meet their objectives.
• Build excellent internal relationships with all departments to scope out and deliver projects to drive customer success.
• Manage the client relationship through on-boarding and the full client lifecycle.
• Be a solutions expert, working with other internal teams to ensure knowledge of the platform and services we deliver is strong.
• Monitor client account activity to ensure the client is performing to their KPIs.
• Ensure customer satisfaction by investigating and resolving issues in a timely manner, escalating to Support or other internal teams.

About You

• Have a minimum of 2 years managing a client portfolio.
• Experience managing accounts throughout the full life cycle.
• Working knowledge and experience with contracts and contract negotiations.
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
• Dynamic personality able to effectively engage and influence a variety of audiences at all levels of a business.
• Goal-oriented, organized team player.
• Experience in sales and providing solutions based on customer needs.
• Experience in the email marketing industry preferred.

Interview Process

• 15min Screening Call with Team Talent
• First interview with the hiring manager. Introductions, discussion around role, Dotdigital, CV and experience.
• Final interview with hiring manager, department Director and People Support team consisting of presentation, task & Q & A.

Some of Our Global Benefits

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

DEI Commitment

As an equal opportunities employer we are committed to equality in all its practices with regard to race, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. If you have any additional requirements or adjustments to assist an application then please don't hesitate to contact us and advise us how we can best support you.

Legal Statement

No agencies/recruiters please. We are only accepting applications directly from the applicants. If you are a recruiter, please refrain from reaching out to our staff about this position. Anything contrary will be treated as unsolicited approach under the applicable data protection law.