Senior Customer Success Director EMEA

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 RoleWe have an exciting opportunity for Senior Customer Success Director to join our growing global brand in our EMEA Customer Success team who are dedicated to retaining and growing existing EMEA customers. You’ll be organised, driven and must have a fantastic customer focused approach.As a Senior Customer Success Director you will be responsible for the growth and retention of some of biggest clients. You will work closely with these accounts to help them achieve their goals, to ensure they are satisfied and engaged with our products and services whilst identifying, nurturing and closing revenue opportunities and renewal opportunities. Your greater experience means you will be natural leader and mentor in issues regarding customer success.You will build strong working relationships with your EMEA team members including assisting in the acquisition of new customers by providing case studies, references and new business sales. Like your colleagues, you will also be proactive, resourceful, bright and manage your time effectively. You will be a respected contributor in EMEA team meetings. Amongst your key responsibilities are proactively building relationships with customers, preparing and delivering QBRs, and connecting with key business executives and stakeholders to identify and manage commercial opportunities. You will report to the Head of Customer Success for Key Accounts . Responsibilities Serve as the primary relationship owner for an assigned group of customer accounts with responsibility for retention and growth. Manage the customer relationship and communications though its full lifecycle beginning with onboarding, pulling in experts as required. Own the customer sales process from discovery to close, including delivering a weekly forecast of projected revenue and churn from your accounts. Drive client retention, negotiate renewals, identify and close upsells and increase satisfaction, retention and client growth from the customers you look after. Ensure customers derive maximum value from our services by proposing solutions that meet their objectives. Ensure customer health and happiness targets are met to mitigate risk of customer churn. Identify client objectives and strategic business drivers Expand customer relationships by spotting opportunities to deepen customers feature adoption and increase advocacy and form a plan to make it happen
Build excellent internal relationships with all departments, .e. Onboarding, Support, CTS, Professional Services, Deliverability to scope out and deliver projects to drive customer success and ensure a seamless customer experience. Be a platform expert and develop your knowledge of platform features, pricing plans, integrations and service portfolio. Ensure customer satisfaction by investigating and resolve issues in a timely manner, escalating to Support or other internal teams Follow CRM best practices for your department. About YouSkills and experience Must have a minimum of 4 years experience managing a customer portfolio, ideally within an ESP, CRM or Marketing cloud solution. Experience managing accounts throughout the full life cycle. Pipeline management and able to demonstrate growth YoY of accounts. Knowledge and experience with contracts and contract negotiations. Ability to prioritise 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, organised team player. Experience in sales and providing solutions based on customer needs. Some of Our Global Benefits Parental leave Medical benefits Paid sick leave Dotdigital day Share reward Wellbeing reward Wellbeing Days
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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.
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