Customer Success Platform Expert

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As a Customer Success Platform Expert (CSPE) you will be part of the Customer Success (CS) team reporting into the Director of Customer Success. You will support our Senior Customer Success Directors (Senior CSDs) - who own the accounts and are responsible for customer revenue - with platform related queries their customers have with the goal of increasing feature adoption to deliver better value and ultimately lower churn.

In this role, you will become a font of knowledge about our platform features and functionality, use cases and future roadmap and be able to demonstrate this to customers. You’ll be a natural communicator both verbally and in written form. You will understand digital marketing and customer lifecycles and be able to translate how our features help customers achieve their goals.

We are looking for applicants with 2-3 year’s experience in Omni-Channel, email marketing or digital marketing for a SaaS company, ideally in a Customer Success or consulting role. A background in Omni-Channel marketing is not essential, an awareness of its principles is beneficial.

This role is based at our HQ in London (currently remote due to Covid).

Role and Responsibilities

  • You will work closely with the (Senior CSDs) and their customers being called upon as a platform expert to offering advice and strategies to help them get more from the platform.
  • Explain the valuable of our platform so customers see the upside in deepening their use.
  • Delivering compelling platform demonstrations, tailoring to the needs and goals of the customer and sector.
  • Monitor and conduct research into platform areas that customers are failing to adopt.
  • Help coach and train your Customer Success colleagues so your platform knowledge rubs off onto them
  • Spot areas where our platform could be better at helping customers achieve their goals. Feed this back to the Product teams.
  • Understand the limitations of our platform and provide smooth handovers to the Solutions team.
  • Identifying revenue opportunities and share this insight with Senior CSDs
  • Taking the initiative to go above and beyond day to day to ensure client success, satisfaction and retention.
  • Attend industry events to network, build on & share knowledge
  • Maintain knowledge, understanding and an interest in the industry and the platform to actively support clients, Senior CSDs and the Customer Success Team.
  • Encourage customer advocacy by obtaining Trustpilot reviews, case studies, use cases, testimonials, stories & event sign-ups (e.g. dotties, Summit, dotlives, webinars etc.)
  • Working as a key member in the Customer Success team & being on hand to assist our clients & support other team members
  • Mentor and support CSEs in the Core & Commerce Customer Success teams.

Skills and Experience

  • 2-3 years’ experience in a Customer Success based role and have a consultative approach ideally for a SaaS company.
  • Experience of digital marketing is desirable, especially in a SaaS environment.
  • While a background in Omni-Channel marketing is not essential, an awareness of its principles is beneficial.
  • Strong communicator both over the phone and face-to-face
  • Self-motivating, positive outlook and a can-do attitude
  • Well organised and driven; capable of multi-tasking and time-management
  • Tech-savvy and passionate about technology solutions
  • 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.

Additional information

  • Remote status

    Flexible remote

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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