Customer Success Manager Customer Success · Sydney, Melbourne · Hybrid Remote

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 or digital marketing is preferential. As a Senior Customer Success Manager, you will:

• 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, Client Services, Corporate Sales and channel.
• 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 havea minimum of 2-3 years managing a client portfolio
• Proven experience inkey 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, prioritise, and manage time efficiently
• Proven record of delivering positive net churn
• Goal-oriented, organised 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 organisational levels
• Skilled in problem-solving and negotiation to maximise growth and minimise churn
• Strong written/verbal communication skills.
• Ability to present in masterclass-type events both in person and virtual to customers