Customer Success Manager

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This role is for 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, focussing on expansion within existing accounts of an established client base, as well as assisting in the acquisition of new accounts.


You will be answering technical queries and handling objections, so while a background in email marketing is not essential, an awareness of its principles is beneficial. We look for you to take a consultative approach, listening, and understanding where dotdigital can help their business, coupled with negotiating skill for renewals and upgrades.


There is a preference for applicants with a SaaS sales background e.g. Email Service Providers, ecommerce platforms and System Integrators, CRM etc.




·       Manage the sales cycle across a portfolio of clients, with an active sales pipeline.

·       You’ll be targeted on renewal and retention.

·       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.

·       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 and local market knowledge and demonstrate commercial understanding.

·       In time, develop strategic growth plans for key accounts in your portfolio.


Required Skills:


·       Ability to develop a portfolio of accounts, elicit and build upon new referrals.

·       Strong written/verbal communication skills.

·       Organised and efficient.

·       Personable, confident and outgoing; a proven ability to build rapport.

·       Ability to excel in team-based environment.

·       Experience of digital marketing desirable, especially in an email marketing and/or SaaS environment.

·       Proven success in a target-driven client-facing role within the tech-sector desirable. 

Additional information

  • Remote status

    Temporarily remote

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

107 Gipps St
3066 Collingwood Directions


213 Clarence St
2000 Sydney Directions

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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