Customer Success Manager

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 h powerful AI capabilities, Dotdigital makes it easy to automate deeply personalized experiences across web, email, SMS, Whats App, chat, push, social, ads, and more.

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.

• Manage the sales cycle across a portfolio of clients, with an active sales pipeline.
• You’ll be targetedছে 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 Zeus, Professional Services, voltage, 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.

• 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 écl communication and interpersonal skills with aptitude in building relationships with…