Customer Success Manager

Job Description

We are looking for a results-driven Customer Success Manager to join our team, focusing on our scale segment of customers. As a Customer Success Manager - Scale, you will leverage data and insights to provide relevant and timely assistance to our valued customers across our smaller revenue segment. With responsibility for retention, adoption and growth across your portfolio, your ability to interpret data into meaningful next best actions, leverage AI and plan orchestrated customer journeys will see you positively impact the portfolio. Coupled of course, with your direct engagement with key customers where you will build trust and credibility. You will leverage 1:many initiatives including our Community program with regular Masterclasses, webinars and roundtables connecting like-minded customers, providing valued touchpoints across your customers’ lifecycle. You will engage cross functionally with Sales, Marketing, Product, Support Partnerships, Finance and Legal and enjoy working as part of a collaborative, high performing Customer Success team.

Job Responsibility

Manage the customer journey across the portfolio of customers, from post onboarding through to renewal and expansion, with an active pipeline and conversion of upsell and cross sell opportunities
You’ll be targeted on renewal, retention, and key objectives with a focus on driving strong adoption of platform features and functionality and strengthening customer advocacy
You will leverage data to identify early signs of risk and proactively work cross functionally and with your manager to mitigate churn
Create, identify and qualify revenue opportunities by identifying your customers’ immediate and future business needs
Provide high levels of customer service via day to day responsiveness and acting as the customer’s champion within Dotdigital
Collaborate with other teams including Support, Professional Services, Product, Sales and Partnerships
Collaborate with, and contribute to, the strong culture within the existing Customer Success team, sharing learnings and insights with team members and actively contributing during weekly team meetings
Maintain accurate and up to date records in our CRM system
Continually develop your industry and platform knowledge and demonstrate commercial understanding

Requirements

Must have a minimum of 1-2 years’ experience in fast paced environments
SaaS or relevant experience within the sector (email marketing or e-commerce is desirable)
Able to multitask, prioritise, and manage time efficiently
Experience with, or willingness to develop and own scaling 1:many initiatives across the portfolio
Commercial nous with the ability to influence and negotiate and close renewal and upsell/cross sell contracts
Goal-oriented, organised and efficient
Experience in identifying customer needs and aligning desired outcomes with solutions, quantifying ROI for customers
Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
Skilled in problem-solving and negotiation to maximise growth and minimise churn
Strong written/verbal communication skills
Confident presentation skills and willingness to present in customer and/or industry events both in person and virtual

What we offer

Parental leave
Paid sick leave
Dotdigital day
Share reward
Wellbeing reward
Wellbeing Days
Loyalty reward

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Customer Success Manager - Scale

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