Director of UK Customer Success

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This is an opportunity to join a growing global brand with opportunities for personal and professional development. This role and gives you the opportunity to drive the UK Customer Success Department consisting of three CS teams to even greater success. This is a targeted, commissioned role based on UK team success. You will report directly to the General Manager for EMEA, who in turn reports to the CEO.

You’ll be a highly knowledgeable, experienced B2B SaaS Customer Success senior leader. This strategic position will direct and lead the growth of UK customer revenues as well as retention of existing customers. 

Leading the entire Customer Success operations for the three teams, each team consisting of; a Head of CS, CS Team Manager and a blend of targeted and non-targeted Customer Success execs and managers.

You will set and manage the strategy for the UK ensuring the continued revenue growth and customer retention.  Therefore a proven track record of delivering success at this senior level is essential.

You wilbe adept at forming strong and trusted relationships with other departments who ensure our customers are happy and our business continues to grow. This includes Direct Sales, as well as non-revenue departments such as Product, Onboarding, Professional Service, FinanceSupport and a range of external Partners


Responsibilities

  • Management of the UK Customer Success Department and be a respected senior leader who can influence across the business.
  • Define and deliver a strategy to retain customers & grow revenues for all UK customers to exceed targets
  • Ensure our customers have a smooth customer journey as they progress from Sales to Customer Success via Onboarding.
  • Work as one team with colleagues in Professional Services who deliver paid for services to our customers.
  • Improve, document and define our Customer Success playbook to ensure revenue opportunities from existing customers are maximised.
  • Ensure the timely and accurate revenue and churn forecasts for the UK Customer Success teams. 
  • Lead & influence discussions around global Customer Success processes and improvements.
  • Be a brand ambassador for dotdigital at networking and partner events. 
  • Develop and maintain a deep knowledge of dotdigital platform features, industry, pricing plans and service portfolio to ensure customers requirements are accurately met and sold.
  • Keep accurate and up to date tracking of key departmental metrics including deal margin, deal velocity, churn reasons, NPS score, CSAT score etc
  • Identify areas of improvement and training for the individuals in your teams. Provide mentoring to your team members as needed.
  • Continually develop your marketing technology industry knowledge and keep an eye on competitors and their technology and provide a feedback loop to Product and Product Marketing
  • Be the face of our Customer Success department and join our Direct Sales Teams in pitches when required.
  • Work with Marketing to ensure our existing customers are informed, inspired and engaged by our marketing collateral and events.


Skills and Experience

  • Proven success in a target-driven Customer Success or Account Management senior leadership role – meeting and exceeding department revenue targets.
  • Experience leading CS departments within digital technology and service solutions with Email Service Providers, MarTech, AdTech, SaaS vendors, ecommerce platforms, system integrators and/or related agency ecosystems.
  • Excellent oral, written and interpersonal skills.

Or, know someone who would be a perfect fit? Let them know!

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Workplace & Culture

It all started in a pub in Croydon, UK – we even have the original tables and stools in our London Bridge HQ. Today, we’re a growing global business with 350+ employees and counting. So if you’re interested in becoming part of the dotfamily there may be an opportunity for you.


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