Customer Success Manager

Dotdigital•Washington, DC

28d

About The Position

We are looking for a dynamic and results-driven Customer Success Manager to join our team at Dotdigital! As a Customer Success Manager, you will be responsible for developing and executing strategies to drive revenue growth and ensure customer success for our top-tier clients. This role provides leadership in post-sales customer activity, with responsibility for customer retention, success, and growth, while strengthening the overall relationship with existing customers. The Customer Success Manager will deliver against financial targets, focusing on expansion within existing accounts of an established client base as well as assisting in the acquisition of new accounts through their customer’s advocacy. We are looking for applicants with a SaaS background (e.g. Email Service Providers, ecommerce platforms and System Integrators, CRM etc.) and 3-5 years’ experience, with a consultative approach, listening and understanding where Dotdigital can help their business, coupled with negotiating skill. You will be answering both platform and strategic queries and handling objections. A background in email marketing, e-commerce, SMS and MMS, or digital marketing is preferential.

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.

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.